AccountId: 011433970860
ContactId: a9c0f98a-34c2-42ee-951d-d50626bb5e02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118669 ms
Total Talk Time (AGENT): 54310 ms
Total Talk Time (CUSTOMER): 46428 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/a9c0f98a-34c2-42ee-951d-d50626bb5e02_20250225T19:01_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. This is [PII] from Baptist Outpatient Services. I'm a rendering provider in [PII], and I was calling to get benefits on a patient.
[AGENT][POSITIVE] OK, well, I can definitely help you with the benefits. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] I don't know if I have it correctly, and then what I have is 2502546.
[AGENT][NEUTRAL] OK, let's see, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing the policy is active. It's been effective since [PII] and you want to go over outpatient benefits?
[CUSTOMER][POSITIVE] Yes, the patient is coming to have a breast ultrasound in our facility. We are a freestanding independent facility.
[AGENT][NEUTRAL] Alright, so for outpatient, the calendar year max is $2500. Did you want me to see if any has been used for the year?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And he has, um, she has not used any of the benefits for this year yet, so she still has the full 2500.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, and she is the, the spouse under the plan.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, well thank you so much and uh can I get a reference number for our call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Yes, well thank you so much you have a great day.
[AGENT][POSITIVE] You're welcome, [PII]. You also, thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you, bye.
[AGENT][NEUTRAL] Bye bye.