AccountId: 011433970860
ContactId: 240d89bc-9d49-4f3f-a29a-aca10d294641
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288739 ms
Total Talk Time (AGENT): 83650 ms
Total Talk Time (CUSTOMER): 106267 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/240d89bc-9d49-4f3f-a29a-aca10d294641_20250514T21:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Advent Health of Com Coast Hospital. Uh, I need to verify benefits for this patient.
[AGENT][NEUTRAL] OK, I can help you with benefits, and I missed your name. What was that?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, [PII]. Uh, do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, um,
[CUSTOMER][NEUTRAL] 01659336 ML 8.
[AGENT][NEUTRAL] And do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] OK, this policy terminated [PII]. Let me see if there's an active one on file.
[AGENT][NEUTRAL] OK, looks like I've got an active policy on file with the policy number of 262.
[AGENT][NEUTRAL] 1843.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And it started on
[AGENT][POSITIVE] It's effective
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Uh, yeah, patient has MRI.
[CUSTOMER][POSITIVE] And I believe there's one more, uh, CT scan and MRI. I have benefits for that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, that's not a guarantee of payment.
[CUSTOMER][POSITIVE] And we can build, build this.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I'm sorry. Can, can we build this insurance as secondary, right?
[AGENT][NEUTRAL] Yes, we're secondary.
[CUSTOMER][NEUTRAL] OK, alright, go ahead.
[AGENT][NEUTRAL] Um, not a guarantee of payment, basic outline of the policy. Uh, for outpatient diagnostic services in a hospital or facility, the benefit is $2500 per calendar year payable.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's and the plan runs by calendar year.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. Thank you so much. Um, any specific, uh, co-pay or co-insurance or deductible for this?
[CUSTOMER][NEUTRAL] MRI or CT scan?
[AGENT][NEUTRAL] No, after primary processes, we'll pay up to 2500 of what's left over.
[CUSTOMER][NEUTRAL] OK. Uh, may I have your name and reference number, please?
[AGENT][NEUTRAL] Yes, it's [PII], first initial to last name, [PII], and today's date is the reference number with my name. And anything else I can help with?
[CUSTOMER][POSITIVE] No, ma'am. That's all. Thank you so much. Have a good day.
[AGENT][POSITIVE] Thank you for calling APL you as well.
[CUSTOMER][NEUTRAL] Oh yes, one more thing. What, I'm sorry, uh, one more thing. Uh, so is there any like payer or um like payer ID like EDI to bill electronically?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, payer ID is 60801.
[CUSTOMER][NEUTRAL] OK. Uh, what is the billing address?
[AGENT][NEUTRAL] Uh, mailing address is [PII].
[AGENT][NEUTRAL] [PII] City, [PII].
[AGENT][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. Thank you so much, uh, [PII]. You have a wonderful day. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL. You as well. Bye-bye.