AccountId: 011433970860
ContactId: be54495a-5faa-4b98-a3f9-bb0114fd520e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301940 ms
Total Talk Time (AGENT): 140234 ms
Total Talk Time (CUSTOMER): 74044 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/be54495a-5faa-4b98-a3f9-bb0114fd520e_20250403T14:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from the Baptist Outpatient Services department. Um, and I'm calling just to verify benefits for a patient for outpatient diagnostic.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, [PII], do you also need eligibility
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Ability or you only need benefit information?
[AGENT][NEUTRAL] Do you only need benefit information or do you also need eligibility?
[CUSTOMER][NEUTRAL] Both
[CUSTOMER][NEUTRAL] Yes, I would need both eligibility and benefit. Mhm.
[AGENT][NEUTRAL] Or both?
[AGENT][POSITIVE] Yes, ma'am. I can help you with those things. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] So, um, what is the policy number? normally, um, yes, can you hear me? Hello?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I can.
[AGENT][NEUTRAL] Yes, ma'am. Hello?
[CUSTOMER][NEUTRAL] Yes, can you hear me? Yes, can you hear me?
[AGENT][NEUTRAL] I can. Can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, [PII], can you hear me?
[CUSTOMER][NEUTRAL] Yes I can hear you.
[CUSTOMER][NEUTRAL] Yes, I can hear you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, um, so the member ID is 244.
[AGENT][NEUTRAL] OK. The policy number for the member?
[CUSTOMER][NEUTRAL] Yes. It's 244-6364.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. Give me one moment to get the member's information pulled up please, [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Damn.
[AGENT][NEUTRAL] Just 1 2nd [PII].
[AGENT][NEUTRAL] OK, and any information [PII] that I do provide for?
[AGENT][NEUTRAL] For you today will be a verification of benefits and your payment, what.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I do show she is the subscriber on the supplemental policy and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And her outpatient benefit max per calendar day for covered outpatient services is.
[AGENT][NEUTRAL] $500.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] And there is no outpatient.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And there is no outpatient deductible per covered person per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So it's $500 per day.
[AGENT][NEUTRAL] He calendar day for covered outpatient services.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And because this is a supplemental policy, [PII], to her primary insurance, we will also have to have a copy of the primary insurance company's explanation of benefits along with the claim for review.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then once we have processed our claim here at APL we also have a portal in which you should be able to check claim status for us and that website for our portal is located at secured.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] Well, you're certainly very welcome. And is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yes, may I have a call reference number for today's call?
[AGENT][POSITIVE] Yes ma'am, you will use my name that I gave you along with today's date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Well, you are very welcome and again thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.