AccountId: 011433970860
ContactId: 4cda9919-68b7-4dc3-aad2-efddf205c97f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161160 ms
Total Talk Time (AGENT): 64680 ms
Total Talk Time (CUSTOMER): 72930 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/4cda9919-68b7-4dc3-aad2-efddf205c97f_20250603T15:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, hello, good morning. My name is [PII]. I'm calling from Baptist Outpatient Services in [PII] just to verify a patient's eligibility and benefits for outpatient services. Uh, I'm so sorry, it was kind of cutting off in the beginning and sounded low. Could you repeat your name for me?
[AGENT][NEUTRAL] Um, yes, ma'am. My name is [PII]. Um it's spelled [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] Thank you so much for that.
[AGENT][POSITIVE] No problem. And could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, of course. So that's going to be [PII].
[CUSTOMER][NEUTRAL] 05
[CUSTOMER][NEUTRAL] Extension number is [PII].
[AGENT][NEUTRAL] OK. Thanks, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, policy number is going to be the numbers 02502524 letters M as in Mary, L as in Lima, and the number 8.
[AGENT][NEUTRAL] OK. Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, her name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active, and you said this was for outpatient coverage.
[CUSTOMER][NEUTRAL] Yes, this is for a free standing outpatient diagnostic facility.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 2500 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] Yes, of course. So just to make sure you guys cover 2500 per year, uh, are you able to see if she's accumulated anything from that?
[AGENT][NEUTRAL] Um, yes, ma'am, and I'm showing she hasn't used any of her benefits this year, so it's all available.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Alright, thank you so much for that EV. All I would need now is just a reference number if you guys provide them.
[AGENT][NEUTRAL] Um, for the reference number, you can use my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Um, no, thank you so much. Have a great day. Enjoy the rest of your week.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL um bye.
[CUSTOMER][NEUTRAL] Bye.