AccountId: 011433970860
ContactId: 47fc2849-70b3-4a29-a2d6-962dd0228581
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141860 ms
Total Talk Time (AGENT): 65920 ms
Total Talk Time (CUSTOMER): 52978 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/47fc2849-70b3-4a29-a2d6-962dd0228581_20250623T15:32_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Outpatient. Um, I was checking to see if uh.
[CUSTOMER][NEUTRAL] Uh, this member had any, um, amount or coverage for, um.
[CUSTOMER][NEUTRAL] Uh, CPT code or a CT of the heart that is keeps getting done.
[AGENT][POSITIVE] Yes, I'd be glad to look that up. Um, now, what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 151659.
[CUSTOMER][NEUTRAL] 9 ML 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII] and is active. Now, for outpatient services such as outpatient hospital, treatment within the physician's office, um, independent lab, that sort of thing, the policy will pick up the deductible.
[AGENT][NEUTRAL] Co-payment of co-insurance up to $1450.
[AGENT][NEUTRAL] Per calendar year for outpatient services, that's just a verification of the benefits, not a guarantee of payment.
[AGENT][NEUTRAL] And it looks like for the calendar year.
[AGENT][NEUTRAL] You just check here.
[AGENT][NEGATIVE] I'm just seeing how much has been used. It looks like for the calendar year Lu has not used any of those benefits.
[AGENT][NEUTRAL] Now, is there anything else at all that I can tell you about the secondary or gap insurance or can I help you uh with our mailing address?
[CUSTOMER][NEUTRAL] Um, no, so you said, uh, patient has 1450 per year, uh, per year, and they haven't used any.
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, alright, perfect, thank you so much [PII]. If you have a reference number that'll be all for me.
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that in today's date as our reference.
[CUSTOMER][POSITIVE] Perfect thank you so much [PII] you have a great rest of your day.
[AGENT][POSITIVE] OK, well thank you for contacting APF.