AccountId: 011433970860
ContactId: c09a7450-8208-47b8-bce4-82e0d8ef7faa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176440 ms
Total Talk Time (AGENT): 82039 ms
Total Talk Time (CUSTOMER): 57284 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/c09a7450-8208-47b8-bce4-82e0d8ef7faa_20250317T12:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. We're calling from Baptist Outpatient Center. We need to get uh gap benefits on a patient, please.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the number is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, [PII].
[CUSTOMER][NEUTRAL] And can I get your first name and initial please?
[AGENT][NEUTRAL] Um, yes, ma'am. My first name is [PII]. Um it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, it is 02217100 M as in Mary, L as in Larry.
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] Please verify the patient's name. Sure.
[CUSTOMER][NEUTRAL] Can you give me one moment? Oh, I'm sorry.
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I found her in the system and just let me advise you that verification of coverage does not guarantee payment of claims. She does have a new policy number.
[CUSTOMER][NEUTRAL] Yes, is that the number that I gave you or no?
[AGENT][NEUTRAL] No, there's a different number.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] That the new number is 02549523.
[AGENT][NEUTRAL] OK. And again, just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient benefits.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 6000 per calendar year and that's for the copay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK, and she still has available funds correct?
[AGENT][NEUTRAL] Yes, ma'am. The full 6000 is available.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, great, can I have a reference number for the call please?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that's all thank you so much have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL.