AccountId: 011433970860
ContactId: 38b332ab-a704-4a4f-8dbe-5524bb41fe36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240259 ms
Total Talk Time (AGENT): 91681 ms
Total Talk Time (CUSTOMER): 117358 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/38b332ab-a704-4a4f-8dbe-5524bb41fe36_20250416T15:21_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hi, uh, good morning. My name is [PII] and I'm calling from Baptistal Patient Services. Um, I need to get uh benefits uh and verify coverage on a patient. I'm sorry, what is your name again?
[AGENT][NEUTRAL] Um, it's [PII]. Um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] OK, perfect. OK, thank you, [PII]. Um, OK, so what do you need? Do you need the policy number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, first, [PII], let's see. I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Absolutely. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that's my direct number.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, thank you. And now I need the policy number, please.
[CUSTOMER][NEUTRAL] OK, it's um 02458749.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Mm. The first name is [PII], the last name is [PII].
[CUSTOMER][NEUTRAL] And hold on just one second.
[CUSTOMER][NEUTRAL] Uh, the date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It's outpatient at one of our urgent cares.
[AGENT][NEUTRAL] OK. For outpatient, including urgent care facilities, we cover up to 4500 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] I see. OK, perfect. So it is up to $4500 per year and it doesn't make a difference, like it could be deductible, co-insurance, or co-payment, right?
[AGENT][NEUTRAL] Right, that's correct. After the primary insurance process is declined.
[CUSTOMER][NEUTRAL] Yes, yes, and this is only a secondary insurance, meaning it will never be a primary insurance.
[AGENT][POSITIVE] Right, that's correct.
[CUSTOMER][NEUTRAL] OK, OK, perfect. OK, great, [PII], um, can you give me a reference number for the call?
[AGENT][NEUTRAL] Yes. Sure. For the reference number, you can use my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, I think we're oh actually yes, what is the address where we need to send this bill?
[AGENT][NEUTRAL] OK. The mailing address is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Wait one second, one second. [PII] you said?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. [PII]?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] One second. Uh let me see. OK, [PII]. OK.
[AGENT][NEUTRAL] Mhm. And that's in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] Perfect. Great.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good. OK, I think we're all set, [PII]. Thank you so much again.
[AGENT][POSITIVE] Mm OK, thank you again, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You do too. Thank you. Bye-bye.
[AGENT][POSITIVE] Hm, thanks.
[CUSTOMER][NEUTRAL] Uh.