AccountId: 011433970860
ContactId: 33dbd74f-1197-428e-9674-a71063d7baf9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244910 ms
Total Talk Time (AGENT): 87376 ms
Total Talk Time (CUSTOMER): 96091 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/33dbd74f-1197-428e-9674-a71063d7baf9_20250224T13:08_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], this is [PII] calling from Baptist Outpatient. I'm calling in for um benefits on APL on the patient. Patient is here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, did you say outpatient facility?
[CUSTOMER][NEUTRAL] Baptist Outpatient services.
[AGENT][NEUTRAL] OK, uh huh, so outpatient facility, what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] I do have, I'm sorry, give me a second, outpatient number it is 0193069.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] What's the phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And I have policy number 0193069.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the patient's uh name and date of birth?
[CUSTOMER][NEUTRAL] That will be [PII], birthday [PII].
[AGENT][NEUTRAL] Do you have a copy of the ID card?
[CUSTOMER][NEUTRAL] Yeah, hold on, I should think she gave it to me, yes, we do.
[AGENT][NEUTRAL] OK, read that number off of the card.
[CUSTOMER][NEUTRAL] OK, give me a second, Mr. [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do I have your ID?
[CUSTOMER][POSITIVE] Give me just a second, sweetheart.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, that is uh.
[CUSTOMER][NEUTRAL] The number is [PII] and 0.
[AGENT][NEUTRAL] OK, is that for American Public Life?
[CUSTOMER][NEUTRAL] I'm sorry, what was that?
[AGENT][NEUTRAL] The name of the insurance company on the card, is it American Public Life?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] OK, because that's not our number. Read to me what's on the card from top to bottom, please.
[CUSTOMER][NEUTRAL] OK, on the card it says APL has her name. It says individual coverage has a group number, effective date.
[CUSTOMER][NEUTRAL] And it says plan Net link select group medical supplement and it has the outpatient benefit and the inpatient benefit number.
[AGENT][NEUTRAL] And what is the number for the outpatient?
[CUSTOMER][NEUTRAL] It's 0193069.
[CUSTOMER][NEUTRAL] And then 1 ML 8.
[AGENT][NEUTRAL] OK. All right, so I was missing the one at the end. OK.
[CUSTOMER][POSITIVE] Oh, OK, thank you.
[CUSTOMER][NEUTRAL] She wasn't able to find you because there was a number missing.
[AGENT][NEUTRAL] And I'm sorry, verify the patient's first name and date of birth for me again.
[CUSTOMER][NEUTRAL] [PII], that will be [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you for that information and we're checking eligibility in an outpatient hospital or facility, correct?
[CUSTOMER][NEUTRAL] Yes, outpatient diagnostic for standing facility.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I have that information for you. I'm showing an effective date of [PII]. Policy is active at this time.
[AGENT][NEUTRAL] And the maximum outpatient benefit is up to $500 per calendar day.
[AGENT][NEUTRAL] Any information provided is verification, not a guarantee of payment, and did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] Did you say 2500 or 500?
[AGENT][NEUTRAL] 500, 500.
[CUSTOMER][POSITIVE] 500 per day. OK, thank you.
[AGENT][NEUTRAL] Per calendar day.
[CUSTOMER][NEUTRAL] OK, can I have uh your reference number for the call, please?
[AGENT][NEUTRAL] My name in today's date, [PII].
[AGENT][NEUTRAL] [PII] last name is [PII] And any other questions, [PII]?
[CUSTOMER][POSITIVE] That will be it. Thank you very much. You have a good day.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.