AccountId: 011433970860
ContactId: 218f881d-f31f-4097-abbf-8921dec9e284
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138130 ms
Total Talk Time (AGENT): 75178 ms
Total Talk Time (CUSTOMER): 42909 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/218f881d-f31f-4097-abbf-8921dec9e284_20250110T15:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist Outpatient, and I need to check benefits for one of our patients.
[AGENT][POSITIVE] I'm surely said I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII] and your name is?
[AGENT][NEUTRAL] My name is [PII]. Um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] No problem. And could I get the policy number, please?
[CUSTOMER][NEUTRAL] 01982614 M. 18.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII].
[AGENT][NEUTRAL] The policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient, we are an outpatient freestanding facility.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to $1000 per day and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] So it's $1000 per day.
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] OK, and no authorization is required for bone density or ultrasound, correct?
[AGENT][NEUTRAL] That's correct because we're secondary coverage. We go by the primary carrier's guidelines.
[CUSTOMER][POSITIVE] OK, perfect, perfect. May I have your reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. And again, my name is [PII] um spelled [PII] Last initial is [PII]. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you for your help.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you.