AccountId: 011433970860
ContactId: 0211b641-9fc9-4c8d-9665-fed75be55954
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204320 ms
Total Talk Time (AGENT): 106340 ms
Total Talk Time (CUSTOMER): 59226 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/0211b641-9fc9-4c8d-9665-fed75be55954_20250415T19:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi [PII], this is [PII] from Baptist Outpatient Services, and I was calling to get benefits on a on a patient that
[CUSTOMER][NEUTRAL] Is coming to our facility to have some services and you're the gap insurance secondary.
[AGENT][POSITIVE] Sure, yeah, we could check those benefits. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] 7, yes, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] And you
[CUSTOMER][NEUTRAL] 464761 ML 8.
[AGENT][NEUTRAL] OK, I'm so sorry, [PII] it kind of cut out there at the beginning. Could you repeat that?
[CUSTOMER][NEUTRAL] 02 46 47 61 M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] Thank you. And then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Perfect. Thank you for verifying that, [PII]. Uh, so this policy terminated, uh, [PII]. Uh, if you give me one moment, I'll see if they have one that's active. It might just be a different policy number.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, they do have one that is currently active. Uh, let me know when you're ready and I can give you this updated policy number.
[CUSTOMER][NEUTRAL] OK, they do have one that is currently active, uh, let me.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that is 02501811.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and of course this policy is active, that effective date picked up for that other left off, uh, [PII]. And as this is a secondary medical policy, it is designed to help with co-pay, deductible and co-insurance after major medical pays, and we were needing to check the outpatient benefits, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims. The outpatient benefit is $2500 max per calendar year. If you'll give me one moment, I'll see if any of that has been used.
[AGENT][NEUTRAL] OK, so [PII] has not used any of this benefits so far this year.
[CUSTOMER][POSITIVE] Wonderful, does she have a group number?
[AGENT][NEUTRAL] Uh yes, let me get that for you. That is 15493.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] OK, [PII]. Can I get a, a reference number for our call?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Last [PII] is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that's all I needed thank you so much. You've been very helpful. Have a great day. Thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL have a great rest of your day. Thank you bye bye.
[CUSTOMER][NEUTRAL] Hm