AccountId: 011433970860
ContactId: b94cf919-7b91-4b6d-975a-f8d9323a1fb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177570 ms
Total Talk Time (AGENT): 75608 ms
Total Talk Time (CUSTOMER): 68260 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/b94cf919-7b91-4b6d-975a-f8d9323a1fb3_20250521T14:35_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, hello. Good morning. My name is [PII]. First initial to my last name is [PII]. I'm calling from Baptist Outpatient Services in [PII], trying to verify eligibility and benefits for your patient.
[AGENT][POSITIVE] Yeah, sure, I can assist you with eligibility and benefits, Miss [PII]. May I have your callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yep, callback number is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, yes. Policy number is 02467408, M as in Mary, L as in Lima, and the number 8.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient, [PII]?
[CUSTOMER][NEUTRAL] Um, yes, that's going to be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Perfect. Thank you. And you said you need eligibility and benefits. What type of service is being rendered for benefits?
[CUSTOMER][NEUTRAL] Um, yes, so the patient is having a mammogram diagnostic bilateral and an ultrasound breast. So we are a diagnostic facility.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So outpatient.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] OK. All right. And before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. This is one of our secondary supplemental plan to the major medical. Effective date is [PII] and it is active at the moment. And we have an outpatient maximum of 750 per day.
[CUSTOMER][NEUTRAL] OK, perfect. So, OK, her max amount is $750 per day.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][POSITIVE] All right, perfect.
[CUSTOMER][POSITIVE] All right. Thank you so much. Uh, by any chance, you guys, uh, provide reference numbers?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't. You can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] OK, perfect. Do you mind spelling out your name and providing the first initials to your last name as well?
[AGENT][NEUTRAL] Sure, yes. That's [PII]. Last initial is [PII].
[CUSTOMER][POSITIVE] All right, perfect. Thank you so much. Have a lovely day and enjoy the rest of your week.
[AGENT][POSITIVE] You're welcome. You as well, Mr. [PII]. Have a good day and thank you for calling ATL. bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.