AccountId: 011433970860
ContactId: 7b6bda1a-e164-4980-800a-fca714517a9b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147779 ms
Total Talk Time (AGENT): 66600 ms
Total Talk Time (CUSTOMER): 61893 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/7b6bda1a-e164-4980-800a-fca714517a9b_20250513T16:20_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, hello. Uh, good afternoon. My name is [PII]. I'm calling from Baptist Outpatient Services, uh, in reference to just trying to see the eligibility and benefits for a patient for outpatient services.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, of course callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yeah, of course, the policy number that we have on file is going to be 02549409, and then the letters M as in Mary, L as in Lima, and then the number 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, that's [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And you said this was for outpatient benefits?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 4000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK, perfect. Just to make sure I got that right, uh, you guys cover $4000 a year?
[AGENT][NEUTRAL] Yes, ma'am, per calendar year.
[CUSTOMER][NEUTRAL] Uh, OK, perfect. Um, is it able to tell you if it, if she has any accumulations?
[AGENT][NEUTRAL] Um, yes, it shows that and it shows that she hasn't accumulated any so far this year.
[CUSTOMER][POSITIVE] OK, perfect. So she has the remaining full amount. All right, perfect. Do you guys by any chance provide reference numbers?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] Last initial is [PII], and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, thank you so much. Have a lovely day. Enjoy the rest of your week.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.