AccountId: 011433970860
ContactId: 3f0479ad-a2b7-468b-923a-069608cf6c26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254860 ms
Total Talk Time (AGENT): 105811 ms
Total Talk Time (CUSTOMER): 100868 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/3f0479ad-a2b7-468b-923a-069608cf6c26_20250507T21:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to confirm this patient is uh coverage with APL for outpatient hospital.
[AGENT][NEUTRAL] OK, I can help you with the eligibility of the patient. May I please get your name and your callback number?
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Sure, my name is [PII]. My callback number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] West Kendal Baptist Hospital.
[AGENT][NEUTRAL] OK. And uh can I please get the patient's
[AGENT][NEUTRAL] Oh, excuse me, the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, patient's name, uh, that's [PII].
[CUSTOMER][NEUTRAL] And I'm sorry, you said the date of birth and policy number?
[AGENT][POSITIVE] Yes ma'am. Yes ma'am.
[CUSTOMER][NEUTRAL] OK, policy number is 02555951.
[CUSTOMER][NEUTRAL] And that's what I said, [PII] and then date of birth is [PII].
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date of the policy is [PII].
[AGENT][NEUTRAL] And this is just to verify benefits. It's not a guarantee of payment. This is a supplemental insurance policy. It's billed secondary to the primary. It helps with deductible co-pay and co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, they have an inpatient amount per calendar year of $3000 and then an outpatient benefit amount per calendar year also of $3000.
[CUSTOMER][NEUTRAL] OK, $3000 and then have they met anything uh toward the outpatient amount? Do they have anything remaining for the year?
[AGENT][NEUTRAL] Let me check for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, they have used $2,549.47 of the outpatient benefit.
[CUSTOMER][NEUTRAL] OK, $2,549.47.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK, alright, and then just two more questions for you, um, just to confirm the group number that I have is 26678 still good?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me look.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, and then also the group name is it I guess is it, is it the same as the primary Pine Crest Dental Center?
[CUSTOMER][NEUTRAL] It's like for a cosmetic.
[AGENT][NEUTRAL] Yes, that's
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][NEUTRAL] OK, perfect. Alright, so looks like everything I needed here. You went ahead and answered. Can I have a call reference number and the first initial of your last name, sorry? 01 more thing, I'm sorry, the PO box to confirm as well, is it the Oklahoma City, Oklahoma 73124?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, that is right, then the PO box.
[CUSTOMER][NEUTRAL] [PII] 248,950.
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Got you, thank you.
[AGENT][NEUTRAL] OK. All right. Well, Ms. [PII], is there anything else I can help you with to, before we go?
[CUSTOMER][NEUTRAL] Um, no, no, ma'am, that was all just uh call reference and then we're all set.
[AGENT][NEUTRAL] OK, you can use my name and today's date.
[CUSTOMER][NEUTRAL] OK, you said your name was [PII] and the first initial of your last name?
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] Hey thank you [PII] hope you enjoy the rest of your day.
[AGENT][POSITIVE] Thank you, Ms. [PII]. You also, and thanks for calling APL. Bye-bye, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye.