AccountId: 011433970860
ContactId: 24aff506-ac6a-4edb-85e6-5441835b079d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182800 ms
Total Talk Time (AGENT): 89767 ms
Total Talk Time (CUSTOMER): 75545 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/24aff506-ac6a-4edb-85e6-5441835b079d_20250306T18:45_UTC.wav
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[AGENT][NEUTRAL] For contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. That is [PII] I'm calling from Baptist Outpatient Services to verify benefits for two patients, please.
[AGENT][NEUTRAL] I can certainly help with benefits. And what is that policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Uh, first policy number is 016786993.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient's name is [PII], and date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. While I'm looking that up, if I could have a callback number please and even uh that we're disconnected.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you, and I can certainly help with eligibility. Now the policy went into effect on [PII]. It is active. Um, whenever they renew as a group, and this is a group, um, secondary insurance, and whenever they renew as a group, they always get a new number. So let me give you the new number, the new policy number.
[AGENT][NEUTRAL] Um, which is 002.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] 46
[AGENT][NEUTRAL] 2032.
[CUSTOMER][NEUTRAL] OK, let, let me repeat it back to you just to make sure I got it right. It's 02462032?
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][POSITIVE] OK, thank you, [PII].
[AGENT][NEUTRAL] Yes, and you said that there was another one that I could look up?
[CUSTOMER][NEUTRAL] Well I actually wanted to check out patient benefits for this one first before moving to the other one.
[AGENT][POSITIVE] Yes, of course.
[AGENT][NEUTRAL] The benefits for this for outpatient, we will pick up the deductible, co-payment or co-insurance up to $1000 per calendar day. That is just a verification of those benefits, not a guarantee of payment.
[AGENT][NEUTRAL] But it is a per calendar day, yeah.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, per calendar day just to make sure, yes, and you said 1000?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Perfect, thank you so much. Um, let me know when you're ready for the 2nd 1.
[AGENT][POSITIVE] Uh, I'm ready.
[CUSTOMER][NEUTRAL] It's gonna be 02141715 [PII].
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you. This policy went into effect on [PII] and it is active.
[AGENT][NEUTRAL] This also has a per calendar day outpatient benefits that it is $500 and again, just a verification, not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. So 500 per calendar day. Thank you, [PII]. Can I have your last name, initial, and a reference number?
[AGENT][NEUTRAL] Yes, my last name is uh [PII], and we're gonna use that in today's date as our reference. Is there anything else at all that I may help with?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] No that was it thank you so much for your help I appreciate it.
[AGENT][POSITIVE] Thanks for contacting A have a