AccountId: 011433970860
ContactId: 54e9a3be-84c0-4e20-a842-c312a571177b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176580 ms
Total Talk Time (AGENT): 83453 ms
Total Talk Time (CUSTOMER): 69094 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/54e9a3be-84c0-4e20-a842-c312a571177b_20250326T14:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling SPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Hi, good morning. I'm calling for benefits for a patient please.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yeah, callback number is [PII].
[AGENT][NEUTRAL] OK, and what is your name and the name of your facility?
[CUSTOMER][NEUTRAL] My name is [PII] The facility's name is Baptist Surgery and Endoscopy Center.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, the patient's name is [PII].
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 01823110 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us and her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. She has a supplemental insurance policy that's billed secondary to the primary.
[AGENT][NEUTRAL] She has an inpatient benefit amount per calendar year of $5000 and an outpatient benefit amount per calendar day that helps with deductible, co-pay or co-insurance of $500.
[CUSTOMER][POSITIVE] 500. OK, perfect.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, so, and then she'd be responsible for the whatever the difference is for the procedure.
[AGENT][NEUTRAL] We don't do patient responsibility because that's determined by the provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, so then you guys would pay you said it's 500 per day for outpatient, right?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, sounds great. And then um if you could please provide me with your name and a reference number.
[AGENT][NEUTRAL] Yes, my name is [PII]. It's [PII] and you can use my name and today's date for your reference.
[CUSTOMER][POSITIVE] OK, amazing. Thank you so much. I really appreciate your help.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that's gonna be all. Thank you so much again.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. You have a good day. bye-bye.
[CUSTOMER][NEUTRAL] You as well bye.