AccountId: 011433970860
ContactId: 699791f3-e55d-4953-a6d6-a79061dad40c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162460 ms
Total Talk Time (AGENT): 76454 ms
Total Talk Time (CUSTOMER): 67258 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/699791f3-e55d-4953-a6d6-a79061dad40c_20250129T20:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi there. This is uh [PII] and I'm calling from Baptist Health Medical Group, and I'm sorry, I didn't get your name.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] How do you spell, is it [PII] at the end?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Oh, OK. Wonderful.
[CUSTOMER][NEUTRAL] OK, um, so I'm calling about an explanation of benefits we received, not quite sure what to do with this balance after the payment.
[AGENT][NEUTRAL] May I have the claim number [PII]?
[CUSTOMER][NEUTRAL] Yeah, it is coming up as, let's see, where is it on here.
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] Claim number 354-7948.
[AGENT][NEUTRAL] And may I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. So it looks like this process for data service 919.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] Looks like it paid a benefit amount of 997.20. Looks like 1156.56 was patients responsibility, but with this claim, they met the benefit max for inpatient, so any remaining balance becomes patients responsibility. Looks like this plan allows.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 1 for inpatient it allows $2000 per calendar year.
[CUSTOMER][NEUTRAL] I see. Even though this is for the physician, I guess it doesn't matter as long as the place of service is impatient.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK. All righty. All right. Well, thank you so much, [PII]. Do you provide call reference numbers?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII]. Last initial is [PII] along with today's date. Is that, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That's it for today. Thank you so much.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Take care. Bye-bye.