AccountId: 011433970860
ContactId: 7a7febf5-0a5f-4c67-84fd-ce537fcca400
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106459 ms
Total Talk Time (AGENT): 47697 ms
Total Talk Time (CUSTOMER): 39312 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/7a7febf5-0a5f-4c67-84fd-ce537fcca400_20250304T18:23_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Baptist Outpatient Services. I'm a rendering provider calling to get benefits on a patient, please.
[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] The policy number is going to be 1480435 M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] Uh, this is gonna be for [PII], [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were just needing outpatient benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can look that up for you. The effective date was [PII].
[AGENT][NEUTRAL] Any benefits given over the phones, not a guarantee of payment?
[AGENT][NEUTRAL] For outpatient, this policy coordinates with the primary insurance, whatever the primary applies to their deductible, co-pay, or co-insurance only will pay up to $500 per calendar day.
[CUSTOMER][NEUTRAL] OK, 500.
[CUSTOMER][NEUTRAL] Uh, and can I get a, uh.
[CUSTOMER][NEUTRAL] A reference number for our call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK. Wonderful. Thank you so much. You have a great day. Bye.
[AGENT][POSITIVE] Thank you, [PII], for calling APL you as well.