AccountId: 011433970860
ContactId: 3e475cd9-a3a7-4142-a829-78d8423fb91e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238440 ms
Total Talk Time (AGENT): 120680 ms
Total Talk Time (CUSTOMER): 74704 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/3e475cd9-a3a7-4142-a829-78d8423fb91e_20250501T15:32_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, good morning. So, this is [PII] from Baptist Outpatient Services. I'm a rendering provider and I was calling um to.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Check benefits on a patient that is coming to our facility.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] The policy number I have is going to be for I'm sorry.
[CUSTOMER][NEUTRAL] 23902.
[AGENT][NEUTRAL] Is that all the numbers you have?
[CUSTOMER][NEUTRAL] Yeah, it may be wrong. I don't know. I, I think they put it wrong here it may be 02.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 027.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 775, M as in Mary, L as in Larry, the number 8.
[AGENT][POSITIVE] Perfect. Yes, thank you. And may I have the name and date of birth of the patient, [PII]?
[CUSTOMER][NEUTRAL] This is [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. All right, let me see if I have a new policy. This one got terminated on April. Um, yep, we do have a new one. Let me pull this other information. One moment.
[AGENT][NEUTRAL] OK, let me start off by giving you the correct policy number, Ms. [PII]. Let me know when you're ready.
[CUSTOMER][NEUTRAL] Uh, let me start, let me put it here one second.
[AGENT][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Bear with me.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, what's the number?
[AGENT][NEUTRAL] The policy number is going to be 02.
[AGENT][NEUTRAL] 6116.
[AGENT][NEUTRAL] 29.
[CUSTOMER][NEUTRAL] OK, does she have the group number?
[AGENT][NEUTRAL] Um, it should be the same one. Let me check really quick. Yeah, the first number you provided to me was the group number. It is the same 1 23902.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yes, OK, so she's coming to have an MRI. I do show you're the secondary gap insurance, so I would like to know the benefits.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. With this policy, there is an outpatient maximum, let's see, it looks like a a combined benefit damages.
[AGENT][NEUTRAL] Yeah, combined. OK, combined benefit for inpatient and outpatient is 6700 per covered person per calendar year.
[CUSTOMER][NEUTRAL] Does she have that available?
[AGENT][NEUTRAL] I can check and see.
[AGENT][NEUTRAL] And um is this going to be for um
[AGENT][NEUTRAL] Let's see, for [PII] or for the wife?
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] OK, it is for, OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Which I think more than likely he has it all available but let me double check.
[AGENT][NEUTRAL] OK, yeah, he has not used his benefits for [PII] as of today.
[CUSTOMER][NEUTRAL] Yes, and, and he's the policy holder?
[AGENT][NEUTRAL] He is. Mhm.
[CUSTOMER][POSITIVE] Mm, OK, well thank you so much, so that's all I needed. Thank you so much. Have a great day.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You as well, Mr. [PII], and thank you for calling APO. Have a good day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You