AccountId: 011433970860
ContactId: 945c74e9-548b-4130-b6d0-f2b5e0f8b6da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165339 ms
Total Talk Time (AGENT): 62668 ms
Total Talk Time (CUSTOMER): 76203 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/945c74e9-548b-4130-b6d0-f2b5e0f8b6da_20250609T19:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII] with Baptist referral department. I'm calling to check members, uh, eligibility, please.
[AGENT][NEUTRAL] Hey [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] 02063996 M as in Mary, L as in Larry 7.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] This is [PII] [PII].
[CUSTOMER][NEUTRAL] for me.
[AGENT][NEUTRAL] OK, this policy that you gave me it termed [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Um, 2025, there's a current policy. Let me get that pulled up.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Um, that policy number is 261.
[AGENT][NEUTRAL] 5884.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And active and effective for [PII].
[CUSTOMER][NEUTRAL] 4125. OK, and excuse me one second, let me just, what, um, does it have any like benefits for outpatient services does it cover like the primary, does it cover anything from the primary insurance?
[AGENT][NEUTRAL] Um, so let me pull up the policy. It's not a guarantee of payment, basic outline of the policy. Um, this plan, it pays after primary processes the claim, so whatever is left over, deductible, co-pay, co-insurance.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Tell you what certain actually.
[AGENT][NEUTRAL] Going to pay.
[AGENT][NEUTRAL] 750 per calendar day, you'll pay 100% up to 750 per calendar day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK perfect and excuse me, has any of that been met as of yet?
[AGENT][NEUTRAL] Um, no, it's
[CUSTOMER][NEUTRAL] Or like oh no there's no deductible excuse me, got you.
[CUSTOMER][NEUTRAL] Sorry, I, I confused it with another one. I do apologize, um, so is there a reference number for our call?
[AGENT][NEUTRAL] Uh, reference number is my name is [PII], and today's date. And just to clarify, it does cover procedures and services rendered in office, just not the actual office visit itself.
[CUSTOMER][NEUTRAL] So it was.
[CUSTOMER][POSITIVE] Got you. OK, perfect, um, alright, [PII], I appreciate your help. Hope you have a wonderful day.
[AGENT][POSITIVE] Thanks for calling APL. I hope you do too. Bye bye.