AccountId: 011433970860
ContactId: fcb940c8-23e7-475d-94d5-451d24fab1a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178460 ms
Total Talk Time (AGENT): 81996 ms
Total Talk Time (CUSTOMER): 84837 ms
Interruptions: 4
Overall Sentiment: AGENT=1.5, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/fcb940c8-23e7-475d-94d5-451d24fab1a6_20250110T16:05_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning, this is [PII]. I'm calling from Baptist Healthy. I.
[CUSTOMER][NEUTRAL] Hi, good morning, so. My name is [PII]. I'm calling from Baptist Health, um, surgery center at Kendall.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Sure. And how may I assist you today, Ms. [PII]?
[CUSTOMER][POSITIVE] Yes, in regards to the time, the nurse will give you a call on.
[CUSTOMER][NEUTRAL] I'm calling to check um if a patient has outpatient benefits and how much is their um max allowance.
[AGENT][NEUTRAL] OK, sure, I can assist you with outpatient benefits, Ms. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm, it would be [PII] and just to be precise, um it would be for benefits for an ambulatory surgical center non-hospital based outpatient.
[AGENT][NEUTRAL] OK, sure, no problem. And may I have a, um, the policy number, I'm sorry, member's policy number?
[CUSTOMER][NEUTRAL] At other times you find responsibility.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It would be 1372.
[CUSTOMER][NEUTRAL] 646.
[CUSTOMER][NEUTRAL] M for Mike, L for Lima 8.
[AGENT][NEUTRAL] OK. And the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you. And before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And this is one of our secondary supplemental plan to the major medical and see for outpatient facilities or ambulatory surgical center, um, we cover up to $5000 per cover person per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect and has the member used any?
[AGENT][NEUTRAL] I can check for you. It started all over again, but uh, yeah, I don't think I have used it, but let me double check, OK?
[CUSTOMER][POSITIVE] Perfect thank you so much so.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEGATIVE] No, they have not used their benefits as of today.
[CUSTOMER][POSITIVE] Perfect. So just to confirm, Patient [PII] has $5000 maximum.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][POSITIVE] Perfect and nothing has been used as of yet?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Perfect thank you so much so, and can I please get a reference number for today's call?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have reference numbers, Ms. [PII]. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Would it be [PII]?
[AGENT][NEUTRAL] Yes, last initial [PII].
[CUSTOMER][POSITIVE] Perfect thank you so so much so I really appreciate it and I hope you have a wonderful day.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] You as well. Thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] You're welcome. Bye.