AccountId: 011433970860
ContactId: b94d3684-2c6a-449a-a477-9826b8dbdb1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123239 ms
Total Talk Time (AGENT): 46561 ms
Total Talk Time (CUSTOMER): 45110 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/b94d3684-2c6a-449a-a477-9826b8dbdb1a_20250408T13:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, [PII]. This is [PII] from Baptist Outpatient Services, and I was calling to confirm, uh, benefits on a patient that is coming to our facility.
[AGENT][POSITIVE] OK, I can definitely help you with the benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And the policy number is going to be 1480316.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] This is [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And um I am showing that the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] She's coming to have a pelvic transvaginal ultrasound in our facility. I do show you the gap secondary insurance.
[AGENT][NEUTRAL] So you're considered inpatient or outpatient?
[CUSTOMER][NEUTRAL] Outpatient, outpatient.
[AGENT][NEUTRAL] So the policy will pay up to $500 per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, covers.
[CUSTOMER][NEUTRAL] Up to $500.
[CUSTOMER][NEUTRAL] Per day.
[CUSTOMER][POSITIVE] OK, wonderful. Can I get a reference number for your call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date. Again, that's [PII], first initial is [PII], and then today's date.
[CUSTOMER][POSITIVE] Thank you so much. You have a great day. That's all I needed by.