AccountId: 011433970860
ContactId: be4984f4-9173-4ac2-a6a2-7ff637fd4555
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172779 ms
Total Talk Time (AGENT): 82607 ms
Total Talk Time (CUSTOMER): 52400 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/be4984f4-9173-4ac2-a6a2-7ff637fd4555_20250206T18:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, how are you? I'm calling from Baptist Outpatient Services. I just need to verify coverage for a patient, please.
[AGENT][NEUTRAL] OK, I can help you with coverage. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and it's [PII]. I'm sorry, you said it was [PII], right?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is the name of the patient?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] It's um [PII] and date of birth is [PII].
[AGENT][NEUTRAL] And what is the patient's policy number?
[CUSTOMER][NEUTRAL] It is 1067765.
[AGENT][NEUTRAL] OK, let me look that up real quick for us.
[CUSTOMER][NEUTRAL] Mhm. Sure.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Her effective date is [PII].
[AGENT][NEUTRAL] And this is just by her coverage it's not a guarantee of payment. She has a supplemental insurance policy that's billed secondary to the primary.
[AGENT][NEUTRAL] It is a gap insurance that helps with deductible, co-pay, and co-insurance.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] She has an inpatient.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh, benefit amount of $5000 per occurrence and then she also has an outpatient benefit amount of $500 per occurrence.
[CUSTOMER][NEUTRAL] $500 per occurrence. OK. When you say per occurrence, that means per visit?
[AGENT][NEUTRAL] Right, per uh data service.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] For covered procedures that'll help with um deductible care co-insurance.
[CUSTOMER][POSITIVE] OK, perfect. So, outpatient. So every time she goes, she has up to 500, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] For outpatients.
[CUSTOMER][NEUTRAL] All right. Um, and can I please have a reference number, [PII]?
[AGENT][NEUTRAL] Yes ma'am, you can use my name and today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] You have a great day then.
[AGENT][POSITIVE] You do you do the same and thank you for calling APL Ms. [PII] you take care.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.