AccountId: 011433970860
ContactId: 622af5b4-68e3-455e-b1a9-adb8e319d532
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218559 ms
Total Talk Time (AGENT): 109895 ms
Total Talk Time (CUSTOMER): 101060 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/622af5b4-68e3-455e-b1a9-adb8e319d532_20250306T19:38_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII], um, from Baptist Outpatient Center, um, down in [PII]. I'm just calling in regards to checking the benefits for a mutual patient um who is having an exam with us, and I just wanted to check their benefits.
[AGENT][POSITIVE] Well, [PII], it would be a pleasure to help you with those benefits today. What is a good callback number, please?
[CUSTOMER][NEUTRAL] Best callback number is going to be [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Absolutely, policy number is 02465331 M as in Mary, L as in Lima.
[CUSTOMER][NEUTRAL] 8.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to help you with benefits and eligibility for [PII].
[AGENT][NEUTRAL] And I actually [PII] the policy number you gave me termed on [PII]. He does have active coverage under another policy number. Can I give you his active policy information?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Absolutely, thank you so much.
[AGENT][NEUTRAL] My pleasure. As of [PII], his active policy number is 250.
[AGENT][NEUTRAL] 254 6.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And would this be like a, for an office visit or will it be for outpatient facility? What type of coverage?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, it's gonna be for an outpatient facility. He's having an exam with us, uh, a, um, some imaging done with us.
[AGENT][NEUTRAL] Imaging, OK, got you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So he does have outpatient coverage for diagnostic testing.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Let me get that benefit amount for you.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] He has a calendar year max of $2500.
[AGENT][NEUTRAL] That we can pay toward his deductible, co-pay or co-insurance of his major medical.
[AGENT][NEUTRAL] Now that is a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Um, has he met anything towards that, uh, $2500 limit?
[AGENT][POSITIVE] Yeah, as of right
[CUSTOMER][NEUTRAL] Or has anything been used?
[AGENT][POSITIVE] I can help you with that. That's not a problem.
[CUSTOMER][NEGATIVE] Oh sorry.
[AGENT][NEUTRAL] As of right now, he has used $150 of that $2500 calendar year benefit.
[CUSTOMER][POSITIVE] Perfect that is all I needed to know that he's got that uh balance there perfect thank you so much.
[AGENT][POSITIVE] Oh, it's been such a pleasure to assist you. Anything else I can help you today?
[CUSTOMER][POSITIVE] You've been fantastic.
[CUSTOMER][POSITIVE] No, you've been absolutely wonderful.
[AGENT][POSITIVE] Thank you for calling APL [PII]. I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] I hope you too as well and we have a weekend coming up, so happy weekend.
[AGENT][NEUTRAL] That's right. Yes, it can't come quick enough.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] But it's on the way.
[CUSTOMER][NEUTRAL] Uh, it's it's, it's almost here, just a little bit longer.
[AGENT][POSITIVE] That's right. That's right. We can make it. Thank you, [PII]. You have a wonderful afternoon. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alright, no problem, no thank you. You too. Alright, bye bye.