AccountId: 011433970860
ContactId: 20828ba6-80b2-4def-b4f8-7e6cfd45cc78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209839 ms
Total Talk Time (AGENT): 80154 ms
Total Talk Time (CUSTOMER): 103442 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/20828ba6-80b2-4def-b4f8-7e6cfd45cc78_20250424T17:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from Baptist Outpatient Verifications. Um, I was just calling to get the benefits for a patient.
[AGENT][NEUTRAL] OK. Did you say [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII] to my last name is [PII].
[AGENT][NEUTRAL] OK, and may I please have a callback number?
[CUSTOMER][NEUTRAL] Sure, it's [PII] and it's a direct line.
[AGENT][POSITIVE] Thank you. And the policy number please?
[CUSTOMER][NEUTRAL] Sure. It is 02035264.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] You're calling in for benefits and eligibility. Is there a specific benefit that you're calling in for?
[CUSTOMER][NEUTRAL] Uh, yes, so she's scheduled to come to us for an echo Doppler on [PII]. Uh, that's CPT 93306, and I just uh wanted to get those, those benefits for her.
[AGENT][NEUTRAL] Is this done within an outpatient facility or an office setting?
[CUSTOMER][NEUTRAL] Uh, outpatient facility.
[AGENT][POSITIVE] Thank you, and I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh thank you.
[AGENT][NEUTRAL] You're welcome, and verification of coverage does not guarantee the payment of the claim. This policy is currently active with the effective date of [PII]. For outpatients, the member has up to $7350 per calendar year. That will go towards the primary insurance deductible, co-insurance, or co-pay. This policy is for sickness and injury only. It will not cover any preventative or wellness.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, so for like an echo Doppler, uh, it's uh, it's not a preventative. This is something that
[CUSTOMER][NEUTRAL] Um, I guess, uh, her referring physician, uh, have her done, um, or will, she'll be having it done. Um, so would this be something that could go through?
[AGENT][NEUTRAL] As long as it's for sickness and injury and not preventative or wellness.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] No. OK, perfect. Um, and it was there anything towards that yearly amount?
[AGENT][NEUTRAL] As of right now, the member has used a total amount of
[AGENT][NEUTRAL] 296-06.
[CUSTOMER][NEUTRAL] 296.
[CUSTOMER][NEUTRAL] And 6 cents, right? $296.06? OK, perfect. Um, and is it possible if I could please have the initial to your last name and a reference number?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] The reference number will be my first name [PII], last initial of [PII] in today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect, thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day, [PII].
[CUSTOMER][NEUTRAL] Likewise bye bye.
[AGENT][POSITIVE] Thank you bye.