AccountId: 011433970860
ContactId: 09900f01-64f3-4238-aa5e-65167548da96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242750 ms
Total Talk Time (AGENT): 72026 ms
Total Talk Time (CUSTOMER): 86010 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/09900f01-64f3-4238-aa5e-65167548da96_20250203T21:05_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Atlantis outpatient.
[CUSTOMER][NEUTRAL] Um, I'm just calling to get benefits and eligibility for a patient, please.
[AGENT][NEUTRAL] OK, and did you say this is an office setting or facility setting?
[CUSTOMER][NEUTRAL] Facility.
[AGENT][NEUTRAL] OK, and spell your first name for me?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and what's the policy number, Crea?
[CUSTOMER][NEUTRAL] I don't think I have that one.
[AGENT][NEUTRAL] OK, do you have an ID card?
[CUSTOMER][NEUTRAL] Yes, give me one second, one moment, let me look at this here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so I'm seeing here 0187.
[CUSTOMER][NEUTRAL] 1741.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, B as in, is that B?
[CUSTOMER][NEUTRAL] No, number 8.
[AGENT][NEUTRAL] Yeah, that's fine. OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right, thanks for verifying that information.
[AGENT][NEUTRAL] And so I show the policy effective date is [PII].
[AGENT][NEUTRAL] Uh, this policy is active at this time and then you said outpatient facility. I have that information for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Showing a maximum of up to $1500.
[AGENT][NEUTRAL] This is per calendar year.
[CUSTOMER][NEUTRAL] You said 15 OK.
[AGENT][NEUTRAL] And information provided is verification, not a guarantee of payment. And any other questions, Cerreia? I can check to see if they've used any of that this year. They have not.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Alrighty, so this patient, she has a primary insurance, which is Blue Cross Blue Shield. I'm seeing where she will have um a patient responsibility tomorrow of $1,097.26. Would you guys cover?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, if that amount is applied towards her, uh, deductible, co-insurance, and or co-pay of covered charges, yes.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK, alrighty, alrighty, thank you so much. Can I have your name again please? Also reference number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, you'll use my name in today's date is your reference. T as in Tom, O N Y A.
[AGENT][NEUTRAL] First initial last name [PII] as in Randy and anything else [PII].
[CUSTOMER][POSITIVE] Alright, thank you so much, [PII]. No, that's it.
[AGENT][POSITIVE] All [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.