AccountId: 011433970860
ContactId: 2e8a81ee-82d5-4724-89aa-a4d523a765aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168279 ms
Total Talk Time (AGENT): 99730 ms
Total Talk Time (CUSTOMER): 46628 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/2e8a81ee-82d5-4724-89aa-a4d523a765aa_20250131T13:58_UTC.wav
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[AGENT][NEUTRAL] Good, thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi. Good morning, [PII]. My name is [PII].
[CUSTOMER][NEUTRAL] I'm calling from Baptist Outpatient, trying to verify the benefits for the patient.
[AGENT][POSITIVE] OK, [PII], I'll be glad to help you. Go ahead and give me a good policy number.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 01534911 ML 8.
[AGENT][POSITIVE] Alright, [PII], thank you so much for that information. Now while I'm pulling this up for you, go ahead and give me a good return telephone call number please, ma'am.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Alrighty [PII], thank you so much for all that information. Now your patient's name and date of birth today, please, ma'am?
[CUSTOMER][NEUTRAL] It is for [PII] or [PII], born [PII].
[AGENT][NEUTRAL] All right, thank you for all that information. Looks like [PII] is the dependent spouse on this medical supplemental plan. Do show the original effective date. Excuse me, is [PII]. Policy is current and active, but I must advise that verification of coverage is not a guarantee of payment on the claim, but you do want some benefits. Is that correct?
[CUSTOMER][POSITIVE] Yes, exactly.
[AGENT][NEUTRAL] Alrighty, let me get over to that screen. OK, you want inpatient, outpatient, what is that benefit are you needing today, [PII]?
[CUSTOMER][NEUTRAL] Uh, we're for outpatient. She's coming for diagnostics.
[AGENT][NEUTRAL] Outpatient. All right, let's see. Now, of course, what we are is her medical supplemental plan. So the only thing that we will pick up and pay on is anything for sickness and injury that is applied towards her deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] At her primary insurance carrier and her outpatient benefit here is gonna be a zero deductible, no pre-cert, and she has a $250 benefit payable per calendar day.
[CUSTOMER][NEUTRAL] OK, so 250 per day.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. Um, is there a reference number for the call?
[AGENT][NEUTRAL] No, we don't give reference numbers on it, but you can use my name in today's date and my name is [PII] spelled [PII] And is that all I can help answer for you today, [PII]?
[CUSTOMER][NEUTRAL] Uh, would you mind your last initial?
[AGENT][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK. I think that's it then, lovely. Thank you so much for your help.
[AGENT][POSITIVE] Yes, ma'am, and, and thank you for calling APL. You have a great rest of your Friday.
[CUSTOMER][POSITIVE] You as well. Thank you. Bye.
[AGENT][POSITIVE] Thank you, ma'am. Papa.