AccountId: 011433970860
ContactId: 708761e2-e6be-44dc-a96e-3c9982ce7a6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217119 ms
Total Talk Time (AGENT): 78750 ms
Total Talk Time (CUSTOMER): 95426 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/708761e2-e6be-44dc-a96e-3c9982ce7a6e_20250606T12:41_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII]. I'm calling from Baptist Outpatient Center.
[CUSTOMER][NEUTRAL] I'm calling to get um eligibility on a patient that just was here, or she's here doing a procedure.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes. Hold on. Policy number is
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] What is the number? I have the group number. Is that the same?
[AGENT][NEUTRAL] No, ma'am. It should be, do you have a copy of the card?
[CUSTOMER][NEUTRAL] Yes, yes. I have um for outpatient, outpatient benefit certified number is uh 02, OK, 02545311. M as in Mary, L as in love, number 8.
[AGENT][NEUTRAL] In
[AGENT][NEUTRAL] Yes, that's it.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Thank you. And you said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] And your name is [PII], right?
[AGENT][NEUTRAL] Yes, ma'am. [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Oh of course.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] And can I verify her date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were wanting outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient, yes.
[AGENT][NEUTRAL] OK, I can
[CUSTOMER][NEUTRAL] She's here for a mamo uh-huh, go ahead, go ahead, sorry.
[AGENT][NEUTRAL] OK, I can help you with that. Um, the effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phones, not a guarantee of payment?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance, whatever the primary applies to their deductible, co-pay or co-insurance for outpatient.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We'll pay up to $3500.
[CUSTOMER][NEUTRAL] 3500. OK.
[AGENT][NEUTRAL] And that's per calendar year.
[CUSTOMER][NEUTRAL] So she has 3500. OK.
[CUSTOMER][NEUTRAL] And that, in that, um, insurance, gap insurance.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, [PII]. And um, yes, that's it. Can I please have a confirmation number for this call?
[AGENT][NEUTRAL] We do not have uh confirmation numbers you can use my name and today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Uh, normally that, that will be all. Thank you very much and have a wonderful day and weekend.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, [PII], for calling APR. You as well.
[CUSTOMER][POSITIVE] OK, thank you. Mm bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Bye.