AccountId: 011433970860
ContactId: 1c559cb9-49e8-431d-bb09-f1b6ab5e0123
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225190 ms
Total Talk Time (AGENT): 109359 ms
Total Talk Time (CUSTOMER): 50605 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/1c559cb9-49e8-431d-bb09-f1b6ab5e0123_20250417T12:13_UTC.wav
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[AGENT][NEUTRAL] Come
[CUSTOMER][POSITIVE] Good morning.
[AGENT][POSITIVE] Hello, good morning. Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is. I'm calling from Baptist Outpatient Services, and I'm just trying to get this patients out, uh, outpatient benefits for the APO.
[AGENT][NEUTRAL] OK, so you said your name is [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, spelled [PII]. Uh, if you give out your first digit say your last name, can I have it please?
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Yes, [PII], and now you said that you're needing to check eligibility and outpatient benefits for a member, is that correct?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that name. What is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII] and that is a direct line.
[AGENT][NEUTRAL] Thank you and the member's policy number please Nay.
[CUSTOMER][NEUTRAL] 02451543 M as in Mike L as in Larry, number 8.
[AGENT][NEUTRAL] OK, thank you. Give me a moment please to get the member's information pulled up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name, please, and their date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So I do show that she is a subscriber on the supplemental policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And her outpatient benefit month per calendar day for covered outpatient services is going to be $500 and there is no outpatient deductible per covered person per calendar day.
[CUSTOMER][NEUTRAL] So it's $500 per day?
[AGENT][NEUTRAL] Per calendar day, yes ma'am.
[AGENT][NEUTRAL] And because this is the supplement made to her primary insurance when the claim is submitted to APL for review, we will also have to have a copy of the primary insurance explanation of benefits as well.
[CUSTOMER][POSITIVE] OK. Awesome.
[AGENT][NEUTRAL] And then once we have processed our claim here at APO we have a portal in which you should be able to check claim status.
[AGENT][NEUTRAL] And our website for the portal is located at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and can I just have the reference number for this call, please? That would be all.
[AGENT][NEUTRAL] Yes, ma'am. You would use my name along with today's date.
[CUSTOMER][POSITIVE] Thank you so much have a great day, [PII].
[AGENT][POSITIVE] OK, well, you're welcome, [PII]. Again, if that's all I can help you with, thank you for calling APL and I hope you have a great day also.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.