AccountId: 011433970860
ContactId: 67dbf6e8-2b97-4195-93ed-5987d2173dd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362839 ms
Total Talk Time (AGENT): 136620 ms
Total Talk Time (CUSTOMER): 93154 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/67dbf6e8-2b97-4195-93ed-5987d2173dd5_20250408T16:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. You can spell that [PII], and that's my last name is [PII].
[CUSTOMER][NEUTRAL] And I'm just calling to see if her secondary with American Public Life is going to cover the procedures she's going to have.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Patient, uh, can I please get your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and it's gonna be a direct line.
[AGENT][NEUTRAL] OK, and what is the name of the facility you're calling from [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's Baptist Surgery and endoscopy centers.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And policy number.
[CUSTOMER][NEUTRAL] Yeah, policy number is going to be 10823119 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] OK. And what's the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yeah, patient's name and date of birth is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, let me pull up that patient real quick.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, let me read the policy number back to you again.
[AGENT][NEUTRAL] Make sure I've got it correct. 10823119 ML 8.
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] OK, that policy is not pulling up for me. Um, let me try it with a 2 because they usually start with a 2.
[AGENT][NEUTRAL] No, I didn't pull up either.
[AGENT][NEUTRAL] Do you have the um insured social security number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, no, I do not.
[AGENT][NEUTRAL] OK, um, you spell the, the first name [PII]?
[CUSTOMER][NEUTRAL] Uh oh, for the patient's first name?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, and can you spell the last name for me?
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[AGENT][NEUTRAL] OK, let me see if I can find it by the name.
[AGENT][NEUTRAL] Insured, um, with that policy number or the name, let me do the last name backwards and see.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh yes, it worked when I put it in backwards. There we go. I found her.
[CUSTOMER][POSITIVE] OK excellent.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do show that uh she does have an active policy and the effective date of the policy is [PII] and let me give you the policy number.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] It is 182-3119, so you'll need to take out that 0.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. She does have a supplemental policy that helps with deductible, co-pay and co-insurance.
[AGENT][NEUTRAL] She has an inpatient benefit amount per calendar year of $5000 and then she has an outpatient benefit amount per calendar day of $500 to go towards deductible co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that's $500 for outpatient.
[CUSTOMER][NEUTRAL] Per day?
[AGENT][NEUTRAL] Yes, sir. Yes, sir.
[CUSTOMER][POSITIVE] OK excellent.
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] If I can just have a reference number for this call?
[AGENT][NEUTRAL] Yes, you can use my name. It's [PII], and today's date.
[CUSTOMER][POSITIVE] OK, excellent.
[CUSTOMER][POSITIVE] Alright awesome thank you so much, [PII].
[AGENT][POSITIVE] You're very welcome, [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that should be about it.
[AGENT][POSITIVE] OK, well, you have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] You too, thank you so much bye.
[AGENT][NEUTRAL] Bye-bye, sir.