AccountId: 011433970860
ContactId: 256d83eb-0d62-432d-8b72-3258bfcf18c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205860 ms
Total Talk Time (AGENT): 111220 ms
Total Talk Time (CUSTOMER): 75330 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/256d83eb-0d62-432d-8b72-3258bfcf18c1_20250225T17:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, good afternoon. 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][POSITIVE] OK, yeah, I can check benefits for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, uh, well, I, I don't know if it's correct, but the policy number I got is 60801.
[AGENT][NEUTRAL] OK, no, that's actually um our payer ID uh do you maybe have their social I could search for them that way.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, it's gonna be [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Sometimes the patients, they just get confused and they see the card.
[AGENT][NEUTRAL] That well, on the card, I mean that's it's kind of a big bold and they see the ID, you know.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, yes.
[AGENT][NEUTRAL] Um, what was the first and last name of the patient?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Perfect. OK, thank you for verifying that. Um, I do have that correct policy number I can give you whenever you're ready.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it is 02481673.
[CUSTOMER][NEUTRAL] It's 1673.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm. OK. This patient is coming to have a CT hard coronary cost him score. I do show you the secondary gap insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, yes, uh, and so of course the policy is active, uh, effective date was [PII], and yes, so this policy as its secondary, it is designed to help with co-pay, deductible and co-insurance after major medical pays. And then of course I will let you know verification of coverage is not a guarantee of payment for claims. So their outpatient benefit is $2000 max per calendar year if you give me one moment, I'll see if any of that has been used.
[CUSTOMER][POSITIVE] Yes thank you.
[AGENT][NEUTRAL] OK, none has been used so far this year.
[CUSTOMER][NEUTRAL] OK, and he is the policy holder?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] What, what is your billing address to submit the claims to?
[AGENT][NEUTRAL] Sure, uh, that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] I've also got a fax number if you'd like and of course you already have our payer ID.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No, that's OK. Yes, so that's all I needed. Can I get a reference number for our call?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Last [PII] And was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Mhm. No, that'll be all. Thank you so much. Have a great day. Thank you, bye.
[AGENT][POSITIVE] OK, yep, thanks for calling APL you too bye bye.