AccountId: 011433970860
ContactId: 6bdf4a36-3119-44ef-a210-78f173a69d38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138630 ms
Total Talk Time (AGENT): 44640 ms
Total Talk Time (CUSTOMER): 54892 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/6bdf4a36-3119-44ef-a210-78f173a69d38_20250107T21:42_UTC.wav
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[AGENT][POSITIVE] Thank you for calling API. My name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. It's [PII] I'm with Baylor Scott and White Surgical Hospital in [PII], and we have a patient that, um,
[CUSTOMER][NEUTRAL] He says he has this coverage and I need to find out.
[CUSTOMER][NEUTRAL] What this coverage does.
[AGENT][POSITIVE] OK, I'll be happy to assist with eligibility and benefits today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is that policy number?
[CUSTOMER][NEUTRAL] 01639132
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] yeah [PII].
[CUSTOMER][NEUTRAL] And his date of birth is
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII] is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][NEUTRAL] I do show the per occurrence for outpatient is $500.
[CUSTOMER][NEUTRAL] OK, so you can pays $500.
[AGENT][NEUTRAL] Per occurrence for outpatient after their primary. That's correct.
[CUSTOMER][NEUTRAL] After the insurance? OK.
[CUSTOMER][NEUTRAL] All right, are there any limits to the occurrences, or?
[AGENT][NEUTRAL] It's just um per diagnosis every 90 days.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right, well, I greatly appreciate it. Is there a call reference number I can note?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else?
[CUSTOMER][POSITIVE] No, that's all I needed thank you.
[AGENT][POSITIVE] PO you have a good day.
[CUSTOMER][NEUTRAL] Bye now.
[AGENT][NEUTRAL] Bye.