AccountId: 011433970860
ContactId: 78193d26-f168-4571-a181-10ea0a6b96f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202929 ms
Total Talk Time (AGENT): 79112 ms
Total Talk Time (CUSTOMER): 95580 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/78193d26-f168-4571-a181-10ea0a6b96f0_20250331T20:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. My name is [PII]. I'm calling to verify uh patients benefits.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with benefits. Can I please get your callback number?
[CUSTOMER][NEUTRAL] [PII]. There is no extension.
[AGENT][NEUTRAL] OK, thank you very much. And then what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Baptistal Surgery and endoscopy Center.
[AGENT][NEUTRAL] OK. And may I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, [PII], date of birth is [PII], and the policy number is 01867051 M Mary, L Larry 8.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, I do show that Ms. [PII] does have an active policy and her effective date is [PII], and this is just to verify benefits. It's not a guarantee of payment. She has a supplemental insurance policy that's billed secondary to the primary.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Of $3500 and then she also has an outpatient calendar year or I'm sorry, outpatient per calendar day benefit of $500.
[CUSTOMER][NEUTRAL] OK, so you said um 500 for per calendar day?
[AGENT][NEUTRAL] Yes, for outpatient.
[CUSTOMER][NEUTRAL] For outpatient and you said something about uh you were cut I'm sorry you were cutting off you said 3500 was that for inpatient?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But the outpatient you said is per day OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK. All righty. And um sorry, can I have the first initial to your last name?
[AGENT][NEUTRAL] Yes, it's A.
[CUSTOMER][NEUTRAL] OK alright and um I had a question for you so as long as um.
[CUSTOMER][NEUTRAL] As long as the primary, I mean, do you follow like the primary guidelines so if they request authorization so you do or if they don't, you don't request authorization?
[AGENT][NEUTRAL] No ma'am, we don't request authorization at all because we're not the primary.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate your help and can I have a reference for the call?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name in today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much and have a good day.
[AGENT][NEUTRAL] You too, Ms. [PII]. Is there anything else I can help you with before we go? Or any other questions?
[CUSTOMER][POSITIVE] That was it. That was it. Thank you.
[AGENT][POSITIVE] OK. You're welcome. You have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] OK thank you OK bye bye.
[AGENT][NEUTRAL] Bye-bye.