AccountId: 011433970860
ContactId: b37bc697-3c5b-4b42-9c6f-0a3ff639e94c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307970 ms
Total Talk Time (AGENT): 133626 ms
Total Talk Time (CUSTOMER): 90227 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/b37bc697-3c5b-4b42-9c6f-0a3ff639e94c_20250425T13:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services to get benefits for 2, patients.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] Absolutely, it's [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] The policy number is 01914716ML8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Pigeon's name is [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] And you're calling in for benefits. Is there a specific benefit that you're calling in for?
[CUSTOMER][NEUTRAL] Yes, the patients coming in for diagnostic testing in an outpatient facility.
[AGENT][NEUTRAL] OK, I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this member does have a new policy number. Are you ready for that?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] It is 02.
[AGENT][NEUTRAL] 58
[AGENT][NEUTRAL] 3480 and it shows that policy effective date as [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And for diagnostic rendered within an outpatient facility, verification of coverage does not guarantee the payment of the claim. This member does have up to a total amount of.
[AGENT][NEUTRAL] $5000 per calendar year that will go towards the primary insurance deductible, co-insurance, or co-pay. This policy is for sickness and injury only. It will not cover any preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Yes, OK. Uh, can I get a, I have a second patient, but can I get a reference number for this patient?
[AGENT][NEUTRAL] Yes, for the call it would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, thank you for that information.
[CUSTOMER][NEUTRAL] And on that $5000 for this patient, uh, has anything been accumulated thus far?
[AGENT][NEGATIVE] As of right now, the member has not used any of their benefits.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. And can I give you the second patient?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. The second patient, the policy number we have is 60801.
[AGENT][NEUTRAL] OK, that's not one of the policy numbers, that's our electronic payer ID.
[CUSTOMER][NEUTRAL] OK, let me see if the patient actually provided with their insurance card.
[CUSTOMER][NEUTRAL] And it looks like they did that. Would I be able to provide a another um verifier for the patients?
[AGENT][NEUTRAL] Do you have the member's social?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] May I have that please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name.
[CUSTOMER][NEUTRAL] First name is [PII], last name is [PII], with the date of birth of let's see, it's [PII].
[AGENT][POSITIVE] Thank you, and I did pull that number up.
[AGENT][NEUTRAL] And the correct policy number is 02.
[AGENT][NEUTRAL] 56.
[AGENT][NEUTRAL] 3209.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And for this member you're calling in for diagnostic as well?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I do have to give the disclaimer verification of coverage does not guarantee the payment of the claim. This policy is currently active with the effective date of [PII]. For outpatient, the member does have up to $6000 per calendar year. That amount also will go towards the primary insurance deductible, co-insurance, or co-pay, and this policy is for sickness and injury only. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No thank you so much. You've been great.
[AGENT][POSITIVE] Thank you so much for calling American Public Life. You have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye.