AccountId: 011433970860
ContactId: ff15c8b9-7161-4acd-a1b6-bc56db4e32fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108940 ms
Total Talk Time (AGENT): 62518 ms
Total Talk Time (CUSTOMER): 37430 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/ff15c8b9-7161-4acd-a1b6-bc56db4e32fc_20250320T20:11_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Baptist Outpatient Services. I'm a rendering provider in [PII], and I was calling to get benefits on a patient.
[AGENT][NEUTRAL] I can help with benefits, like, what's the policy number, please?
[CUSTOMER][NEUTRAL] It's gonna be the number I have 019757.
[CUSTOMER][NEUTRAL] 89 M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. Well I'm looking at the benefits if I can have a callback number please in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Now what it will pay for um
[AGENT][NEUTRAL] Outpatient services, we will pick up the deductible, co-payment or co-insurance for outpatient hospital, um, outpatient, uh, treatments, uh, or procedures within a physician's office, cancer treatment, uh, lab, up to $7000 per calendar year. Uh, for inpatient services of 18 hours or more, we will pay up to $7000 per calendar year. That's just to verify. OK.
[CUSTOMER][NEUTRAL] We're calling for outpatient, outpatient.
[AGENT][NEUTRAL] Yes, that's just a verification of the benefits, not a guarantee payment, but it's $7000 per calendar year and it doesn't look like they've used any of the benefits uh for this year.
[CUSTOMER][NEUTRAL] OK. Can I get a reference number for our call, please?
[AGENT][NEUTRAL] Yes, if there's nothing else I can help with, and it we'll use my name which is [PII], today's date, which is the [PII] and um
[AGENT][NEUTRAL] That that would be a reference.
[CUSTOMER][POSITIVE] Yes, well, thank you so much [PII] have a great day. Bye.
[AGENT][POSITIVE] OK, thanks