AccountId: 011433970860
ContactId: 58f861a0-8ce6-41de-b715-9f9a5b2b8e65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163740 ms
Total Talk Time (AGENT): 95082 ms
Total Talk Time (CUSTOMER): 49162 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/58f861a0-8ce6-41de-b715-9f9a5b2b8e65_20250217T19:56_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Good afternoon. This is [PII]. I'm calling in from Baptist Outpatient Services. Uh, just calling in regarding a mutual patient for benefits.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] OK, I'll be glad to help you on that. Go ahead with a good policy number, please.
[CUSTOMER][NEUTRAL] It's gonna be 02450098ML8.
[AGENT][POSITIVE] Alrighty, thank you for that on it and while I'm pulling this up for you, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you for that on it. May I know your patient's name and date of birth today, please, ma'am?
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[AGENT][NEUTRAL] Alrighty, thank you for that information. Looks like [PII] is a dependent spouse on this medical supplemental plan. I do show her original effective date is [PII]. She is current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you want benefits. Is that correct?
[CUSTOMER][POSITIVE] Correct, yeah.
[AGENT][NEUTRAL] Yeah, right, what exact type of benefit are you needing today on that?
[CUSTOMER][NEUTRAL] It's gonna be for uh outpatient diagnostic center.
[AGENT][NEUTRAL] OK, all right, get that benefit pay pulled up. OK, now [PII], what we are, of course, is her medical supplemental plan, so the only thing that we will pick up and pay on is for sickness and injury, and it has to be applied towards her deductible, co-pay or co-insurance, and her primary insurance carrier. Nothing routine here is covered no matter what.
[AGENT][NEUTRAL] Her outpatient benefit here is no pre-cert, no deductible, and she has a $750 benefit payable per calendar day for outpatient.
[CUSTOMER][POSITIVE] OK, perfect, 7:50.
[AGENT][POSITIVE] Yes, ma'am. Is that all I can help you with?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] That'll be all. Thank you so much. Can I have please uh just your name and like a reference number if possible?
[AGENT][NEUTRAL] Yes, ma'am, we don't give reference numbers, but you can use my name in today's date for a reference number and my name is [PII] [PII]
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yes ma'am, on it, and thanks for calling APO. You have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too. Have a great day.
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.
[CUSTOMER][NEUTRAL] Bye.