AccountId: 011433970860
ContactId: a6bcd055-2872-4470-ab24-591e68e46aa9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157240 ms
Total Talk Time (AGENT): 99287 ms
Total Talk Time (CUSTOMER): 41770 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/a6bcd055-2872-4470-ab24-591e68e46aa9_20250226T20:28_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist Outpatient services. I'm calling to see if patients outpatient benefits.
[AGENT][POSITIVE] OK, [PII], I'll be glad to help you. Go ahead and give me a good policy number, please, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is that a social maybe that's ours is like a certain.
[CUSTOMER][NEUTRAL] Oh, sorry, I thought that, I thought that I thought you were asking for our phone number. I was like, OK, here's the phone number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, uh, patient's member ID number is 02581892.
[AGENT][NEUTRAL] Alrighty, thank you for that, and since you did already give me that phone number, I'll write that down. All right, let's see, [PII], get that pulled up.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, what's your patient's name and date of birth today?
[CUSTOMER][NEUTRAL] It's uh [PII], [PII].
[AGENT][NEUTRAL] Alright, thank you for that, [PII]. Looks like [PII] is the insured on this medical supplemental plan, original effective date [PII]. It is current and active, but I must advise that verification of coverage is not a guarantee of payment, but did you say you need the benefits? Is that correct?
[CUSTOMER][NEUTRAL] Yeah, for outpatient.
[AGENT][NEUTRAL] OK, what she haven't done?
[CUSTOMER][NEUTRAL] She's getting a breast ultrasound.
[AGENT][POSITIVE] All right, ultrasound. All right, let me get over to that benefit.
[AGENT][NEUTRAL] OK, now what we, what we are, of course, is her medical supplemental plan. So the only, the only thing we would pick up and pay on is for sickness and injury that is applied towards her deductible copay or co-insurance and her primary insurance carrier. Nothing routine here is covered no matter what. Her outpatient benefit here is a zero deductible and a $500 max benefit payable per calendar day, no pre-cert.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, alrighty then is there a reference number for today's call?
[AGENT][POSITIVE] Correct
[AGENT][NEUTRAL] We do not give reference number, [PII], but you can use my name today's date and my name is [PII], spelled [PII] And is that all that I can help you with?
[CUSTOMER][POSITIVE] Thank you. Have a good day.
[AGENT][NEUTRAL] Yes, ma'am. You as well, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.