AccountId: 011433970860
ContactId: fe1ece22-ba6a-4431-8bc5-3bf12a0ca437
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172250 ms
Total Talk Time (AGENT): 89406 ms
Total Talk Time (CUSTOMER): 71490 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/fe1ece22-ba6a-4431-8bc5-3bf12a0ca437_20250210T15:00_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good morning. I'm calling you from Baptist Outpatient and I was trying to get a member outpatient benefits um with your APL gap insurance.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] It's [PII]. Callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], what is the policy number of the member that you're inquiring eligibility for today?
[CUSTOMER][NEUTRAL] That's the problem. I don't know if this is the policy number or the group number. I do have the member's name, date of birth.
[AGENT][NEUTRAL] It should say search.
[AGENT][NEUTRAL] It's on the card if you have the card it should say outpatient or inpatient er number listed on the card.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I don't, I, I don't have the card, that's the thing. I called the patient. Yeah.
[AGENT][NEUTRAL] Do you have the social?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the social?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. Let me know when you're ready for the policy number.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] It is 2491439. That's 2491439, [PII], and this policy has been active since [PII] and is currently active. Could you repeat her date of birth one more time for me?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. It is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] This policy has been active since [PII] and is currently active. You're calling to verify.
[AGENT][NEUTRAL] Is it outpatient benefits or office visits?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] The member has outpatient benefits of $250 per calendar year, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Alright, so she has 250.
[CUSTOMER][NEUTRAL] Well, does she still have it available, the 250?
[AGENT][NEUTRAL] It's $250 per calendar day like Monday $250 [PII] Wednesday. My phone probably is going in and out.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, OK, OK, OK.
[CUSTOMER][NEUTRAL] Mhm. Yeah. OK, so per calendar day. Thank you so much. Well, that's it, Ms. [PII]. Would you provide a call reference number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't provide those, [PII]. However, you can use my name and today's date as a reference is [PII] and today's date.
[CUSTOMER][POSITIVE] OK, you have a nice one thank you.
[AGENT][POSITIVE] Thanks for calling APL. You do the same as well. Goodbye.
[CUSTOMER][NEUTRAL] No.