AccountId: 011433970860
ContactId: 3cf7fa4f-5ea0-4b27-adae-c012a2082da7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187160 ms
Total Talk Time (AGENT): 97430 ms
Total Talk Time (CUSTOMER): 54947 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/3cf7fa4f-5ea0-4b27-adae-c012a2082da7_20250416T15:27_UTC.wav
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[AGENT][NEUTRAL] Good Morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] and I'm with uh Baptist Registration. I'm calling to verify a patient gap.
[AGENT][POSITIVE] OK [PII] I'll be glad to help you go ahead.
[AGENT][NEUTRAL] Give me a good policy number, please, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, it's gonna be 02579027.
[CUSTOMER][NEUTRAL] And ML 8 for outpatient services.
[AGENT][POSITIVE] Alright, [PII], thank you so much for that. Now while I'm pulling this up, go ahead and give me a good return telephone number, please, sir.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So I can
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII], I'm sorry, not 597.
[CUSTOMER][NEUTRAL] 595.
[CUSTOMER][NEUTRAL] 8199.
[AGENT][POSITIVE] Alright [PII] thank you so much for.
[AGENT][NEUTRAL] That information now, your patient's name and date of birth today, please, sir?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be for Mercedes [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, [PII], thank you so much for all that information. It looks like Mercedes is the insured on this medical supplemental plan.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I do show the original effective date is [PII] current policy is active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say on outpatient hospital benefits. Is that correct, [PII]?
[CUSTOMER][NEUTRAL] Yes, it's for outpatient visit.
[AGENT][NEUTRAL] Alright, let's see. OK, you're, of course, what we are is just her medical supplemental plan, so the only thing that we would pick up and pay on is anything for excuse me, sickness or injury that is applied towards your deductible, co-pay or co-insurance.
[AGENT][NEUTRAL] At her primary insurance carrier. Now her outpatient benefit here is gonna be a zero deductible, no pre-cert, and she has a 6500 outpatient per calendar year benefit here at APL.
[CUSTOMER][NEUTRAL] OK and um.
[CUSTOMER][NEUTRAL] And just to confirm the claim address, would it, would it be the [PII] 248,950?
[AGENT][POSITIVE] Yes, that is correct. You correct mailing address. Yes, sir.
[CUSTOMER][NEUTRAL] Sorry. Uh, may I please have your name one more time?
[AGENT][NEUTRAL] Yes, sir. My name is [PII] and that is spelled [PII] and is that all that I can?
[AGENT][NEUTRAL] Catch it for you today, [PII].
[CUSTOMER][POSITIVE] Yes, that'll be all. Thank you so much.
[AGENT][POSITIVE] Yes sir, and thank you for calling APO. You have a great rest of your day.
[CUSTOMER][POSITIVE] Have a good one. Bye-bye. Thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.