AccountId: 011433970860
ContactId: 6df82e28-cf74-4a67-9fc9-aaab9eb12bbc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113120 ms
Total Talk Time (AGENT): 54190 ms
Total Talk Time (CUSTOMER): 44870 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/6df82e28-cf74-4a67-9fc9-aaab9eb12bbc_20250116T14:05_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. This is [PII] from Baptist Outpatient Services. I'm a rendering provider in [PII] and I was calling to get benefits on a patient.
[AGENT][NEUTRAL] I can help with benefits. [PII], what is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Yes, the policy number is gonna be 02583455 M as in Mary, L as in Larry, and the number 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, our phone number is [PII].
[AGENT][NEUTRAL] Thank you. This is a secondary or gap insurance. It's meant to pick up the deductible, co-payment or co-insurance from their major medical. So for outpatient services, we will pick up the deductible, co-payment or co-insurance up to $350 per calendar day. Um, that's just a verification of those benefits, not a guarantee of payment, but that's a per calendar day, um, maximum.
[CUSTOMER][NEUTRAL] Yes, OK. Is she the policy holder?
[AGENT][POSITIVE] Uh, yes, that is correct.
[CUSTOMER][NEUTRAL] Does she have a group number?
[AGENT][NEUTRAL] Now, the group number for this.
[AGENT][NEUTRAL] Is 252-40.
[CUSTOMER][NEUTRAL] Mhm. OK. OK.
[AGENT][NEUTRAL] And that is Careax Inc.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Wonderful. And can I get a reference number for our call?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that today's date as a reference. Is there anything else at all that I may help with?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] No, that's, that's all. Thank you so much. You have been very helpful.
[AGENT][POSITIVE] OK, thanks for contacting us you have a good.