AccountId: 011433970860
ContactId: 126f8476-c75f-4ca8-8645-9e71981d4f10
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189020 ms
Total Talk Time (AGENT): 86928 ms
Total Talk Time (CUSTOMER): 59670 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/126f8476-c75f-4ca8-8645-9e71981d4f10_20250401T18:00_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Baptist Outpatient Services, and I was calling to, um, get benefits on a patient please.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Sure, I can assist you with benefits and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you, Ms. [PII]. And may I have a uh the patient's policy number?
[CUSTOMER][NEUTRAL] The policy number I got here is 60801.
[AGENT][NEUTRAL] That is the payer ID, um, do you have the copy of the card?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No, um.
[CUSTOMER][NEUTRAL] I will give you the name and the last.
[AGENT][NEUTRAL] OK, um, let me do a name search, bear with me.
[AGENT][NEUTRAL] Let's see. What is the spelling of the last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's the spelling of the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect. Thank you. OK, and you need outpatient benefits, correct?
[CUSTOMER][NEUTRAL] Yes, the patient is coming to have a pelvic transvaginal ultrasound. What is the policy number?
[AGENT][NEUTRAL] OK, the policy number is 0246.
[AGENT][NEUTRAL] 663 4.
[AGENT][NEUTRAL] You need me to repeat it?
[CUSTOMER][NEUTRAL] OK. No, that, that's fine. And the group number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me get that one moment.
[AGENT][NEUTRAL] The group number is 15493.
[CUSTOMER][NEUTRAL] 15493 or 13?
[AGENT][NEUTRAL] Yes, 15493.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the effective date is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And we have an outpatient maximum of 7900 per covered person per calendar year.
[CUSTOMER][NEUTRAL] Does she have that available?
[AGENT][NEUTRAL] Um, let me see if she has you benefits. Let's see.
[AGENT][NEUTRAL] As of today, she has not used her benefits. She still have the full amount available.
[CUSTOMER][POSITIVE] Wonderful. Well, thank you so much, so that's all I needed. Have a great day.
[AGENT][POSITIVE] Yeah, you as well. Have a good afternoon. Thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye.