AccountId: 011433970860
ContactId: 5d4776ff-065a-47f4-ade2-1a968dee45a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181660 ms
Total Talk Time (AGENT): 76219 ms
Total Talk Time (CUSTOMER): 58998 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/5d4776ff-065a-47f4-ade2-1a968dee45a8_20250320T17:59_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah, um,
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is sorry. I was talking to the patient. Um, hi, my name is [PII]. I'm calling from Baptist Hospital. I'm calling to get um the effective date and the outpatient hospital because it's the patients coming to get a diagnostic procedure and I just need to know their benefits.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] OK, well, I can help you with both the eligibility and benefits. [PII], may I have a good contact number in case we're disconnected and the member's policy number?
[CUSTOMER][NEUTRAL] [PII] and um the member's policy number is 02519622.
[CUSTOMER][NEUTRAL] The name is [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And you said outpatient?
[AGENT][NEUTRAL] Hospital for diagnostic testing.
[CUSTOMER][NEUTRAL] Mhm. Outpatient hospital.
[CUSTOMER][NEUTRAL] Yeah, the, I have a CPT code 70496.
[AGENT][NEUTRAL] Well, our policies um go by the place of service. Hold on one moment, I'll let you know the outpatient benefits, um, for diagnostic testing. So it's up to $5000 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That the policy would pay out.
[CUSTOMER][NEUTRAL] OK, how much have they used?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] $3,824.
[CUSTOMER][NEUTRAL] And remaining they have.
[AGENT][NEUTRAL] Out of 5000. Hold on one moment.
[AGENT][NEUTRAL] Sorry, I'm going between screens. Hold on one moment.
[CUSTOMER][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Um, so he's used $3,824. He has $1,176 left for the year.
[CUSTOMER][NEUTRAL] I mean.
[CUSTOMER][NEUTRAL] 100
[CUSTOMER][NEUTRAL] Alrighty, 1,176. OK, can I have your name please?
[AGENT][NEUTRAL] Sure, my name is [PII] [PII] is [PII]. Now [PII], is there anything else I can help you with today?
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][POSITIVE] No, my love, that's it. Thank you so much.
[AGENT][POSITIVE] You're very welcome. Well thanks for calling APL. I hope you have.