AccountId: 011433970860
ContactId: 34305811-9a21-4375-9b82-b2f705f94f1b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290179 ms
Total Talk Time (AGENT): 128185 ms
Total Talk Time (CUSTOMER): 63845 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/34305811-9a21-4375-9b82-b2f705f94f1b_20250108T14:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling American Public Life. This is [PII] speaking. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm with Baptist Deaconess Health Hospital. I have a patient who's scheduled for a pulmonary function test, and I just wasn't for sure with her policy if that's something that's covered.
[AGENT][POSITIVE] Sure, I'd be happy to help you with uh eligibility and benefits. [PII], can I have a callback number in case we get disconnected and I can call you back?
[CUSTOMER][NEUTRAL] Yeah my callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and do you have that policy certificate or member ID please?
[CUSTOMER][NEUTRAL] Um, on the card it says D as in Delta 42004972.
[AGENT][NEUTRAL] OK, and is that the only ID number listed on that card?
[CUSTOMER][NEUTRAL] Um, the other one I have is 02455919.
[AGENT][NEUTRAL] 02 I'm sorry 02455.
[AGENT][NEUTRAL] Last two.
[CUSTOMER][NEUTRAL] 02455919 policy er number.
[AGENT][NEUTRAL] 919. OK great thank you and that's the yeah that's the number we have to search within our system.
[CUSTOMER][NEUTRAL] Yeah, there's just two different ones here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I have you please verify patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's for [PII], [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And just give me a moment to pull up her policy benefits just to let you know this is a verification of coverage only and not a guarantee of payment. So this policy is active, um, her excuse me, her effective date is [PII].
[AGENT][NEUTRAL] Now it is a limited uh medical hospital indemnity plan, so it does have limited medical benefits, and you said it was a pulmonary function, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, just give me a moment.
[AGENT][NEUTRAL] OK, just one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, under this limited medical hospital indemnity, they do have a diagnostic testing benefit, um, and I can tell you if that's been used, um, but under that, uh.
[AGENT][NEUTRAL] Under that diagnostic testing, I do not see any coverage for the.
[AGENT][NEUTRAL] Pulmonary function, um, it does list various tests, but that is not one of the tests that are covered under this plan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you have
[CUSTOMER][NEUTRAL] So they essentially they just need to be a self pay then OK that is fine um.
[AGENT][NEUTRAL] Yeah, cause like I said, this is limited, limited medical benefits, so it does um but under that diagnostic testing, it does not show pulmonary function is one of the uh studies that is covered.
[CUSTOMER][NEUTRAL] OK perfect um do you give out um reference numbers?
[AGENT][NEUTRAL] Did you have any other questions?
[AGENT][NEUTRAL] Certainly [PII], the call reference number would be my name in today's date, my first name [PII]
[AGENT][NEUTRAL] And my last initial is [PII]
[AGENT][POSITIVE] Like love.
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][POSITIVE] All [PII]. You've been very helpful this morning. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. I hope you have a great rest of your day, [PII].
[CUSTOMER][NEUTRAL] You too bye.