AccountId: 011433970860
ContactId: 40337de5-7733-4f7d-b413-e955db02feb9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218500 ms
Total Talk Time (AGENT): 67735 ms
Total Talk Time (CUSTOMER): 79436 ms
Interruptions: 3
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/40337de5-7733-4f7d-b413-e955db02feb9_20250117T13:06_UTC.wav
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[AGENT][NEUTRAL] Contacting APO, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Hello, good morning. My name is [PII]. I'm calling from Baptist Outpatient Services regarding a mutual patient that's coming to our site today for an MRI, and I would just like to verify his second insurance.
[AGENT][NEUTRAL] I can certainly help with that, [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] I see it is 02560372.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][POSITIVE] Hi, it's [PII]. Thanks for calling.
[CUSTOMER][NEUTRAL] Yeah, that'll be [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] It looks like the policy went into effect in [PII].
[CUSTOMER][POSITIVE] OK perfect so um this is all for you.
[AGENT][POSITIVE] I am showing it's being active.
[AGENT][NEUTRAL] Let me see here
[CUSTOMER][NEUTRAL] the
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, are you hungry? Well, good. Well, hungry is good. You have others that what you're telling me.
[AGENT][NEUTRAL] OK. Outpatient services.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, yeah, well, it's only 6 hours you know you have to be hungry for 6 hours, but if you're hungry now, and then we have to do you at [PII].
[AGENT][NEUTRAL] such as the MRI.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let me check and see what his policy has. Excuse me just one moment, [PII]. I'll be right back. Excuse me just one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, so for outpatient services, such as the type that you described, um, we will pick up the deductible, co-payment or co-insurance up to $3000 per covered individual per calendar year. That's just a verification of the benefits, not a guarantee of payment. It doesn't look like he's used any of those benefits so far.
[AGENT][NEUTRAL] And uh you would file through his major medical first and then of course through us.
[CUSTOMER][POSITIVE] Perfect, so he will be covered just so I understand correctly, he will be covered up to 3000.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Perfect and can I have a reference number for this call?
[AGENT][NEUTRAL] Yes, my name is [PII]. I'm gonna use that today's date as a reference. Is there anything else at all that I need help with?
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][POSITIVE] Perfect. OK, thank you very much have a great day.
[AGENT][POSITIVE] Thanks for contacting AP have a good.