AccountId: 011433970860
ContactId: c9c649c6-833a-49f2-a04f-1c0c3cd68aa7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156220 ms
Total Talk Time (AGENT): 74083 ms
Total Talk Time (CUSTOMER): 67489 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/c9c649c6-833a-49f2-a04f-1c0c3cd68aa7_20250212T20:34_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is. How may I help you?
[CUSTOMER][POSITIVE] Thank you for
[CUSTOMER][NEUTRAL] Hi, good afternoon, ma'am. I'm sorry, I didn't catch your first name.
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] How are you doing, [PII]? Uh, my first name is gonna be Ea. First name is [PII]. It's [PII], and the first initial to my last name is [PII]. Can I get the first initial to your last name, [PII]?
[AGENT][POSITIVE] I'm good.
[AGENT][NEUTRAL] Yes, sir. It's A.
[CUSTOMER][NEUTRAL] OK. [PII], I'm calling from SSM Health Saint Joseph Lake Saint Louis Hospital, and I just need to run a couple of CPT codes by you to see if prior office is needed for a patient's appointment or not, if possible.
[AGENT][NEUTRAL] OK, alright, so, um, can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, and then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And what is [PII]'s policy number?
[CUSTOMER][NEUTRAL] [PII]'s policy number is 0214.
[CUSTOMER][NEUTRAL] 1802.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] OK, um, I do show that [PII] does have an active policy. Uh, her effective date is [PII].
[AGENT][NEUTRAL] And I won't need your CPT codes because this is a supplemental gap in insurance that helps with deductible, co-pay or co-insurance. So it just helps with those three things, deductible, co-pay, or co-insurance. And this is just to verify her coverage. It's not a guarantee of payment. She has an inpatient calendar year benefit amount of $5000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then she also has an outpatient benefit amount per calendar year of $5000.
[CUSTOMER][POSITIVE] OK, OK, alright, sounds good. uh, if I could just get a reference number from you, [PII], that'd be great.
[AGENT][NEUTRAL] Yes sir, you can use my name and today's date.
[CUSTOMER][POSITIVE] Alright, thank you so much, [PII] you have a good day.
[AGENT][POSITIVE] You too, [PII] thanks so much for calling APL. You have a blessed one.
[CUSTOMER][POSITIVE] Thanks so much for
[CUSTOMER][NEUTRAL] Uh bye bye.
[AGENT][NEUTRAL] Bye bye.