AccountId: 011433970860
ContactId: c8a94bf2-758d-4e78-a620-6876a86f3de3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212139 ms
Total Talk Time (AGENT): 82549 ms
Total Talk Time (CUSTOMER): 105520 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/c8a94bf2-758d-4e78-a620-6876a86f3de3_20250529T13:30_UTC.wav
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[AGENT][NEUTRAL] Calling American Public Life, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from Bates County Memorial Hospital.
[CUSTOMER][NEUTRAL] I'm calling to, I guess ask some questions. I'm, I have this patient who has Blue Cross Blue Shield Missouri as their main insurance and then they have American Public Life Insurance Company. So my question is, are you a supplement for Blue Cross Blue Shield and do I need to do a prior off for, um, imaging through you? How does that work?
[AGENT][NEUTRAL] Prior
[AGENT][NEUTRAL] Prior author is not required, we do follow the primary, we will pick up the copays, the co-insurance and or deductibles up to the benefit amount.
[CUSTOMER][NEUTRAL] Well back up.
[CUSTOMER][POSITIVE] OK fantastic and you'll do that with Blue Cross Blue Shield, Missouri?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] I think that
[CUSTOMER][NEUTRAL] I think the confusion is, is that she has Blue Cross Blue Shield and then you come up as a Medicare supplement. So I got a call yesterday after I scheduled her because I treated you like you said no PA will cover that didn't run estimate or anything like that, and she said, are they allowed to have Medicare supplements? And I'm like.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Well, if they, if she does have Medicare, we will be secondary, Medicare will be 3rd. We're always secondary to the primary.
[CUSTOMER][NEUTRAL] I don't know why not.
[CUSTOMER][NEUTRAL] OK, OK, that makes a lot of sense. All right, and then I guess I should verify do you wanna verify and then I can get a reference number and a name from you?
[AGENT][NEUTRAL] Yes, ma'am. May I have the policy number?
[CUSTOMER][NEUTRAL] Let's see, it is 01835977.
[AGENT][NEUTRAL] And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, my direct line is [PII].
[AGENT][NEUTRAL] Thank you. Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised verification of coverage does not guarantee the payment of the claim. So this plan is effective [PII] and it is active.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And where would the place of service be?
[CUSTOMER][NEUTRAL] So it's gonna be at Bates County Memorial Hospital.
[AGENT][NEUTRAL] Inpatient, outpatient?
[CUSTOMER][NEUTRAL] Outpatient, she's doing an ultrasound.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] If that
[AGENT][NEUTRAL] Outpatient calendar year allows 1500.
[AGENT][NEUTRAL] So it will pick up the copays, the co-insurance, and our deductibles up to the 1500.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Can I have a reference number for this call, please?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, you've been amazing thank you so much for your help and I hope you have a wonderful Thursday.
[AGENT][POSITIVE] You are so welcome, April, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.