AccountId: 011433970860
ContactId: 04e11d0e-0509-4a9b-a8d4-075643ccd2c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 393220 ms
Total Talk Time (AGENT): 119394 ms
Total Talk Time (CUSTOMER): 135258 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/04e11d0e-0509-4a9b-a8d4-075643ccd2c2_20250121T16:59_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL. My name is. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm sorry, I didn't catch your name. It cut off. What was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Ms. [PII], my name is [PII]. And I'm calling from Baptist Outpatient. I'm calling to see if patient has um outpatient benefits, please.
[AGENT][NEUTRAL] OK, I can assist with that. May I have your call back number in the event we are disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. What is your policy number, please?
[CUSTOMER][NEUTRAL] Policy number, it is 60801.
[AGENT][NEUTRAL] Um, that is our payer ID. Do you have the part of the patient, please?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] The number you provided me is our payer ID for claim submission. Do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Oh let me check because that's what I have here. Give me one second, let me see if I have it.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] One second please.
[CUSTOMER][NEUTRAL] 3690.
[CUSTOMER][NEUTRAL] This is the back.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] one.
[CUSTOMER][NEUTRAL] This is the back.
[AGENT][NEUTRAL] If you have a card in front of you or it should say inpatient outpatient policy certificate number.
[CUSTOMER][NEUTRAL] No, I don't have. I was looking for to see if we have the card in the system, but we don't.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, let me see if we have the source.
[CUSTOMER][NEUTRAL] I have the social, does that work?
[AGENT][NEUTRAL] I can check.
[CUSTOMER][NEUTRAL] OK, let me know whenever you're ready.
[AGENT][POSITIVE] OK, I am ready.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. sorry, date of birth [PII].
[AGENT][POSITIVE] OK thank you very much I show a.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Policy number I can provide that policy number to you when you're ready for that, please.
[CUSTOMER][POSITIVE] Yes, please. I'm ready.
[AGENT][NEUTRAL] OK. It is 255-91117.
[CUSTOMER][NEUTRAL] OK. So I only catch numbers 255117.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 2559, no, no, no, it's.
[CUSTOMER][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] 25591117
[CUSTOMER][NEUTRAL] OK, so 255-91117?
[AGENT][POSITIVE] Yes, thank you.
[CUSTOMER][NEUTRAL] OK. Sorry, Ms. [PII]. Is that your card enough Ala? So I'm trying to reach to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And this policy shows effective as of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it shows that it's currently active for the patient.
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And benefits one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. Please note verification of benefits provided does not guarantee payment.
[AGENT][NEUTRAL] The member has a excuse me, I'm so sorry, one moment please.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][POSITIVE] Excuse me, I'm so sorry.
[AGENT][NEUTRAL] The member has a $1000 calendar year max.
[CUSTOMER][NEUTRAL] $1000 calendar year max.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And has the patient used anything for, for the ear?
[AGENT][NEUTRAL] Let me check.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] No, perfect.
[CUSTOMER][NEUTRAL] So remaining.
[CUSTOMER][NEUTRAL] And then 1000.
[CUSTOMER][NEUTRAL] And Ms. [PII], can I please have the initial of your last name and a reference number, please?
[AGENT][NEUTRAL] Last name initial is [PII].
[AGENT][NEUTRAL] We do not provide reference numbers. You can use my name in today's date, please.
[CUSTOMER][NEUTRAL] And what is your time zone?
[AGENT][NEUTRAL] Central Standard Time.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, Ms. [PII], for your help.
[AGENT][POSITIVE] Hey you're welcome, [PII]. Thank you for calling APL. Take care bye.
[CUSTOMER][NEUTRAL] You too bye bye.