AccountId: 011433970860
ContactId: 20757d4e-84f7-4e0f-b8d6-185689dd451c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344359 ms
Total Talk Time (AGENT): 88471 ms
Total Talk Time (CUSTOMER): 72951 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/20757d4e-84f7-4e0f-b8d6-185689dd451c_20250519T15:58_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, good, uh, good morning. This is [PII] from Baptist Outpatient Services. I'm a rendering provider in [PII], and I was calling to get benefits on a patient.
[AGENT][NEUTRAL] Hey, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, um, it's gonna be one second.
[CUSTOMER][NEUTRAL] 0265740 M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] Um, can I get that number one more time? I think I typed something wrong.
[CUSTOMER][NEUTRAL] 026 5740 M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] Uh, what's the last name of the patient?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, give me one moment.
[AGENT][NEUTRAL] OK, I think I found it.
[AGENT][NEUTRAL] OK. Uh, do you have his date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, looks like this policy turned 112024. Let me see if there's a current one.
[AGENT][NEUTRAL] looks like there is. Let me get that pulled up.
[AGENT][NEUTRAL] OK, this policy is effective [PII]. It's currently active. Let me give you that number.
[AGENT][NEUTRAL] 025026666.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Wait 025.
[CUSTOMER][NEUTRAL] I'm sorry, 02.
[AGENT][NEUTRAL] 0250.
[AGENT][NEUTRAL] 2666.
[CUSTOMER][NEUTRAL] That's 36 at the end?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Does she have a group number?
[AGENT][NEUTRAL] Uh, group number
[AGENT][NEUTRAL] 15493.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And did you needed benefits, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is this for outpatient hospital?
[CUSTOMER][NEUTRAL] Outpatient facility we are a free standing independent facility.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I guarantee of payment basic outline of the policy.
[AGENT][NEUTRAL] Uh, outpatient benefits, let's see.
[AGENT][NEUTRAL] His benefits, he has 2500 per covered person per calendar year, payable.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Does he have that available?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Uh, it looks like he's only used $110 this year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Uh.
[CUSTOMER][NEUTRAL] Can I get a uh a reference number for our call?
[AGENT][NEUTRAL] Reference number is my name, [PII]. First initial to last name [PII], and today's date. And anything else I can help with, [PII]?
[CUSTOMER][NEUTRAL] No, that should be all they are.
[CUSTOMER][NEUTRAL] Uh, just confirming what's your, your billing address to submit the claim to.
[AGENT][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Mm, OK. Well, thank you so much. You have a great day. That's all I needed. Thank you, bye.
[AGENT][POSITIVE] Thank you for calling [PII].