AccountId: 011433970860
ContactId: 5c095453-ba85-43a5-8b44-b922d1e39349
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 387239 ms
Total Talk Time (AGENT): 105255 ms
Total Talk Time (CUSTOMER): 64675 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/5c095453-ba85-43a5-8b44-b922d1e39349_20250321T13:39_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] from Baptist Outpatient Services. I'm a rendering provider in [PII] calling to get benefits on a patient.
[AGENT][POSITIVE] OK, [PII], I can help you with benefits.
[AGENT][NEUTRAL] Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] It will be 02061936. M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] Do you have a good callback number just in case I lose you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Um, let's see, it looks like this policy is terminated. Let me make sure she doesn't have another policy.
[AGENT][NEUTRAL] Sure, a different policy, but I think it's termed as well.
[AGENT][NEUTRAL] Double check.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh wait, here we go.
[AGENT][NEUTRAL] OK, um, this is not a guarantee of payment, just a basic outline of the policy, um, I've got her effective 4-1-202.
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] And what kind of benefits do you need? Is it for outpatient?
[CUSTOMER][NEUTRAL] She's coming to have an ultrasound.
[CUSTOMER][NEUTRAL] Of the pelvic and an MRI of the upper extremity.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's an outpatient hospital facility?
[CUSTOMER][NEUTRAL] We're an outpatient facility at the hospital.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Free standing independent.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Let's get these benefits pulled up for you.
[AGENT][NEUTRAL] OK, it looks like she has a $3500 calendar year maximum benefit.
[AGENT][NEUTRAL] Um, let's see, she has.
[AGENT][NEUTRAL] OK, yeah, so that's for benefit and then do you need to use anything of that?
[CUSTOMER][NEUTRAL] Uh, I have to use anything, and can I get the new policy number if the other one was incorrect?
[AGENT][NEUTRAL] Yeah, the new policy number is 2329701.
[CUSTOMER][NEUTRAL] Where I'm sorry, let me.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, what is, what is it? I'm sorry.
[AGENT][NEUTRAL] Um, it's 232-9701.
[CUSTOMER][NEUTRAL] OK, and the group number?
[AGENT][NEUTRAL] The group number is.
[AGENT][NEUTRAL] Sorry, let me get to a different screen.
[AGENT][NEUTRAL] Uh, group number is 1702.
[AGENT][NEUTRAL] One
[CUSTOMER][POSITIVE] OK, and no freeer needed.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Um, and what is your billing address?
[AGENT][NEUTRAL] Um, just be sure when you.
[AGENT][NEUTRAL] Oh, sorry, um, billing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, and then when you file that claim just be sure.
[CUSTOMER][NEUTRAL] OK. And how much is it that she have?
[AGENT][NEUTRAL] Uh, let me see, um.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, I don't show that she's used anything this year, and then when you file that, be sure to file with the primary explanation of benefits. This is a supplemental policy.
[CUSTOMER][POSITIVE] Yes. Thank you so much, [PII]. That's all I needed. You have a great day.
[AGENT][POSITIVE] OK, thanks for calling APL have a terrific day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.