AccountId: 011433970860
ContactId: bce77e51-0404-4d93-9f6a-ee631918bfce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 430959 ms
Total Talk Time (AGENT): 81784 ms
Total Talk Time (CUSTOMER): 38530 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=-1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/bce77e51-0404-4d93-9f6a-ee631918bfce_20250424T15:11_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi this is [PII]. I'm calling to verify benefits for a patient.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] Thank you. May I have the name of the facility you're calling from from my location?
[CUSTOMER][NEUTRAL] Baptist Sleep Center of [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 01622841
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so you need benefits for a sleep study?
[CUSTOMER][NEUTRAL] Yeah, outpatient hospital with the code 95,810.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me pull his benefits just to make sure that sleep studies are covered. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, can I put you on a brief hold? I'm just gonna go through all the, the policy just to make sure because some of them don't have that benefit, so I just need to look really carefully at it, OK?
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me Miss [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. So yeah, as long as it's a uh affiliated to a hospital, which is, it is because it's part of Baptist, um, so it's gonna be covered under outpatient benefits and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And the outpatient maximum is $500 per day.
[CUSTOMER][NEUTRAL] Alright, and is there a reference number for the call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Uh, [PII]?
[AGENT][NEUTRAL] [PII] last initial [PII]
[CUSTOMER][POSITIVE] All right, I got it thank you so much for your help and you have a great day.
[AGENT][POSITIVE] You as well. Thank you for calling APL. bye-bye, Miss [PII]. You're welcome.
[CUSTOMER][POSITIVE] Thank you, you're welcome bye bye.