AccountId: 011433970860
ContactId: 0fb28605-8270-4809-ae4f-ddd8fdcbd6b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203990 ms
Total Talk Time (AGENT): 114116 ms
Total Talk Time (CUSTOMER): 84441 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/0fb28605-8270-4809-ae4f-ddd8fdcbd6b4_20250515T14:50_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] calling from Valley Baptist Bronzeville. I need to make, I need to see if this insurance is currently active and if it covers her, um her gap.
[AGENT][POSITIVE] OK, be glad to help you.
[CUSTOMER][NEUTRAL] For a patient?
[AGENT][NEUTRAL] OK, and you said your name was [PII], is that correct?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure, yes.
[AGENT][NEUTRAL] OK, [PII], go ahead and give me a good policy number, please, ma'am.
[CUSTOMER][NEUTRAL] Yes, this is 01868830.
[AGENT][NEUTRAL] Alright, [PII], thank you for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number please, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Area code [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alrighty, thank you so much for all of that information, [PII]. Now your patient's name and date of birth.
[CUSTOMER][NEUTRAL] This is from [PII].
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] All right, thank you, [PII] for all that information. It looks like [PII] is the insured on this medical supplemental plan. I do show her original effective date is [PII]. She is still current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you want uh some type of benefit. Is that correct?
[CUSTOMER][NEUTRAL] Yes, she's um currently coming in for an exam, and she had a liability of 856. I need to see if this is gonna pick up that.
[CUSTOMER][NEUTRAL] Amount.
[AGENT][NEUTRAL] Uh, so is it for an office visit charge?
[CUSTOMER][NEUTRAL] It's for a radiology charge. She's coming in for a CT.
[AGENT][NEUTRAL] OK, so it's gonna, is it gonna be done at an outpatient setting?
[CUSTOMER][NEUTRAL] Outpatient, yes, outpatient setting.
[AGENT][NEUTRAL] OK, alright, that's what I need. OK, all right, let's see, get that benefit pack pulled up. Now, of course, what we are is just her medical supplemental plan. So the only thing that we would pick up and pay on is anything for sickness and injury that is applied towards her deductible, co-pay, or co-insurance at her primary insurance carrier. Now her outpatient benefit here is gonna be no pre-cert.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No deductible, and she has a $2550 benefit payable per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so no prior, uh, no pre-cert, no copay. OK, so it should be picking up the that amount. OK, alrighty, and what, what, what was your name?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yep, up to.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] My name is [PII]. That is spelled [PII] And is that all that I can help answer for you today, [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, is there a reference number to this call?
[AGENT][NEUTRAL] No, we don't give reference number [PII], but you can use my name on today's date if you need to do so, OK.
[CUSTOMER][POSITIVE] OK, thank you so much for your assistance.
[AGENT][POSITIVE] Yes, ma'am, [PII], and thanks so much for calling APO. You have a great rest of your day.
[CUSTOMER][POSITIVE] Likewise thank you bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.