AccountId: 011433970860
ContactId: b7a1e442-b87e-48c1-b006-c39147e93402
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159520 ms
Total Talk Time (AGENT): 64537 ms
Total Talk Time (CUSTOMER): 45919 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/b7a1e442-b87e-48c1-b006-c39147e93402_20250204T14:56_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. This is [PII] from Baptist Outpatient Services, and I was calling to get benefits on a patient.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be 01435605, M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] This is gonna be on [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] For outpatient?
[CUSTOMER][NEUTRAL] Yes, the patient is coming to have 2 MRIs.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance?
[AGENT][NEUTRAL] Whatever the primary applies to their deductible, co-pay or co-insurance will pay up to $2500 per calendar year.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, does she have that available?
[AGENT][NEUTRAL] Hold on just a moment, I'll check for you.
[AGENT][NEUTRAL] Yes, ma'am. She hasn't used any for this year.
[CUSTOMER][NEUTRAL] Does she have a group number?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] 15804.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh.
[CUSTOMER][NEUTRAL] Your billing address is?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, wonderful. Well, thank you so much. That's all I needed. You've been very helpful. Have a great day.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You you as well.
[CUSTOMER][NEUTRAL] OK