AccountId: 011433970860
ContactId: a3f302f0-a54e-4607-b31b-627236f9bd34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138399 ms
Total Talk Time (AGENT): 70502 ms
Total Talk Time (CUSTOMER): 47004 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/a3f302f0-a54e-4607-b31b-627236f9bd34_20250217T16:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good morning, [PII]. Uh, my first name is [PII]. It's [PII], and I'm calling from SSM Health Saint Joseph's Lake Saint Louis Hospital. I just need to check a couple of CPT codes to see if prior offer would be needed for a patient's appointment or not, if possible.
[AGENT][POSITIVE] OK [PII], I can help you with the benefits for a patient. Can I please uh get your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII] direct line no extension.
[AGENT][NEUTRAL] OK. And then what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And her policy number, please?
[CUSTOMER][NEUTRAL] I have 02141802.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I do see that [PII] does have an active policy. Her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify coverage. It's not a guarantee of payment. She has a supplemental insurance policy it's a gap insurance that helps only with deductible, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So she, so she has an inpatient benefit amount per calendar year of $5000 and then she also has an outpatient benefit amount per calendar day of $1000.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, sounds good. Alright, um, can I just get a reference number from you, [PII]?
[AGENT][POSITIVE] Yes, you, yes you can use my name and today's date.
[CUSTOMER][POSITIVE] Alright thank you so much [PII] you have a good day.
[AGENT][POSITIVE] You too, [PII], thank you so much for calling APL. I hope you have a good rest of your week.
[CUSTOMER][POSITIVE] Alright thank you you too bye bye.
[AGENT][NEUTRAL] Bye bye.