AccountId: 011433970860
ContactId: b8c6e8da-e542-4be8-973c-2a83cd4d0e3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134500 ms
Total Talk Time (AGENT): 71160 ms
Total Talk Time (CUSTOMER): 44470 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/b8c6e8da-e542-4be8-973c-2a83cd4d0e3d_20250109T21:21_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] [PII], my name's [PII]. I'm with Saint Luke's, uh, financial clearance department, and we have a patient scheduled for an MRI of the shoulder outpatient on the [PII]. Um, they listed a Blue Cross Blue Shield as their primary in this secondary plan with you all. I was just calling to see if they're active, see if you cover what Blue Cross doesn't, etc.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, yeah, I'd love to look at that for you, Ms. [PII]. Do you mind if I grab a good call back number from you real quick?
[CUSTOMER][NEUTRAL] Yep, direct is [PII].
[AGENT][NEUTRAL] [PII] and I'm so sorry I didn't catch the last two.
[CUSTOMER][NEUTRAL] Yeah, it's OK. [PII].
[AGENT][POSITIVE] 68 thank you so much Miss [PII], and the member's policy number?
[CUSTOMER][NEUTRAL] It is 02511206.
[AGENT][POSITIVE] Perfect thank you and give me a moment to get them pulled up.
[AGENT][NEUTRAL] And could you verify for me please the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Wonderful. Thank you so much. And would he have a different first name by any chance?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect, thanks. And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, your patient is current and active with us. He has an effective date of [PII], and we are his secondary insurance. We are going to um pick up and pay on anything applied to his co-pay, co-insurance or deductible from her major medical as long as it pertains to his policy here with us. It looks like your insured has
[AGENT][NEUTRAL] Um, outpatient benefits of $5000 per calendar year granted that is always just a verification of coverage and not a guarantee of payment.
[CUSTOMER][POSITIVE] Perfect and no authorizations needed?
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] No, all right, thanks so much, [PII].
[AGENT][POSITIVE] Hey, it's my pleasure thank you so much for calling us at APL and you have such a wonderful day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] My pleasure. Bye bye.