AccountId: 011433970860
ContactId: 3d4141bb-3491-482c-be1d-59cfb53ab240
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179000 ms
Total Talk Time (AGENT): 63111 ms
Total Talk Time (CUSTOMER): 81317 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/3d4141bb-3491-482c-be1d-59cfb53ab240_20250514T14:56_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hi [PII]. This is [PII] from Baptist Outpatient Services. I'm a rendering provider in [PII], and I was calling to get benefits on a patient.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have a
[AGENT][NEUTRAL] Callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you provide me with the spelling of your name, [PII].
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. Did you get that?
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I got it.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can I have the policy number of the member that you're calling to verify benefits for today?
[CUSTOMER][NEUTRAL] 0256.
[CUSTOMER][NEUTRAL] 3214, M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] I'm not sure if you're close to the phone or on a speakerphone, but when you're talking, it's a muffle.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Can you hear me better?
[AGENT][NEUTRAL] Yes, thank you. You're calling to verify benefits and eligibility for what place of service?
[CUSTOMER][NEUTRAL] Yes, I'm working from home.
[CUSTOMER][NEUTRAL] We are a free standing independent facility, non-hospital based.
[AGENT][NEUTRAL] So this is the office visit?
[CUSTOMER][NEUTRAL] No, the patient is coming to have a test, a CT scan, or a chest.
[AGENT][NEUTRAL] So it's a diagnostic center?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So the member has outpatient benefits of $6000 per calendar year. This is not a guarantee of benefits, just a disclaimer of the policy's coverage. This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK, and she has all available of $6000?
[AGENT][NEUTRAL] No, the member has utilized $80 of their benefits for [PII].
[CUSTOMER][POSITIVE] Yes, and no preser is needed for the test.
[AGENT][NEUTRAL] No, this is a gap insurance.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Uh, so that's all I needed. Thank you so much. You have a great day. Thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.