AccountId: 011433970860
ContactId: 71cc7535-ec6c-42f9-9b69-9e396cca7713
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146100 ms
Total Talk Time (AGENT): 55778 ms
Total Talk Time (CUSTOMER): 59141 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/71cc7535-ec6c-42f9-9b69-9e396cca7713_20250422T13:08_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] from Baptist Outpatient Services, and I was calling to get benefits on a patient.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have a callback number for you and the spelling of your name?
[CUSTOMER][NEUTRAL] Uh, yes, it's [PII].
[CUSTOMER][NEUTRAL] And my name is [PII]
[AGENT][NEUTRAL] [PII], thank you. Can I have a policy number of the member that you're calling to verify benefits and eligibility for?
[CUSTOMER][NEUTRAL] Yes, it's 026-09958.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Hey [PII], you're calling to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] We are a free standing independent facility. The patient is coming in to have a diagnostic mammogram and a breast ultrasound.
[AGENT][NEUTRAL] So with this facility be considered as a diagnostic testing center?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active. The member has outpatient benefits of $6000 per calendar year, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, can you provide me the, the
[CUSTOMER][NEUTRAL] The group number for the patient?
[AGENT][NEUTRAL] 270007.
[CUSTOMER][NEUTRAL] And she is the policy holder under the plan.
[AGENT][NEUTRAL] No, she's not the policy holder. She's the, she's a dependent.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Can I get a uh
[AGENT][NEUTRAL] Well, no, I'm sorry, she is the policy holder. um, I apologize, she's the policy holder.
[CUSTOMER][NEUTRAL] Uh, a reference number for our call?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We don't provide reference numbers, however, you can use my name and today's date as a reference.
[CUSTOMER][NEUTRAL] OK. Can I get a reference number to?
[CUSTOMER][POSITIVE] OK, thank you, so that's all I needed have a great day.
[AGENT][POSITIVE] Thanks for calling APL