AccountId: 011433970860
ContactId: 1d901b27-2c67-429c-9f40-d9bc42cf70de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190309 ms
Total Talk Time (AGENT): 73009 ms
Total Talk Time (CUSTOMER): 53831 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/1d901b27-2c67-429c-9f40-d9bc42cf70de_20250313T20:15_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm giving you a call from Baptist Outpatient Services. I was calling to see if you can help me obtaining outpatient benefits, um, for a mutual patient.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number I have here is 016.
[CUSTOMER][NEUTRAL] 48503.
[CUSTOMER][NEUTRAL] ML 8
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you [PII] and you were just needing benefits.
[CUSTOMER][NEUTRAL] Yes, um, the outpatient benefits for patients gonna have, uh, a breast ultrasound at an outpatient freestanding facility.
[AGENT][NEUTRAL] OK, the policy you gave me, canceled 9124. She does have a new policy. Her new policy number is 02.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] 54.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 496 5.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Her effective date was [PII].
[AGENT][NEUTRAL] Any benefits given over the phones, not a guarantee of payment?
[AGENT][NEUTRAL] This policy does coordinate with the primary insurance?
[AGENT][NEUTRAL] Whatever the primary applies to the deductible co-pay or co-insurance for outpatient.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] We'll pay up to.
[AGENT][NEUTRAL] $2500.
[CUSTOMER][NEUTRAL] OK, has the patient used any of the 2500?
[AGENT][NEUTRAL] Hold on just a moment, I'll check for you.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] No, ma'am, she has not.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK, can I please have your name, last name, initial, and a reference number for the call?
[AGENT][NEUTRAL] We do not have reference numbers. My name is [PII] Last initial is [PII]
[CUSTOMER][POSITIVE] OK perfect thank you so much I really appreciate your help.
[AGENT][POSITIVE] Thank you, [PII], for calling APO. You have a good afternoon.
[CUSTOMER][POSITIVE] You too bye bye thank you.
[AGENT][NEUTRAL] Bye-bye. Mhm.