AccountId: 011433970860
ContactId: d00bd9bb-7e0e-431d-99b3-32c29ae36eea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253929 ms
Total Talk Time (AGENT): 128618 ms
Total Talk Time (CUSTOMER): 56122 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/d00bd9bb-7e0e-431d-99b3-32c29ae36eea_20250108T13:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Baptist Outpatient Services. I'm calling to verify benefits please.
[AGENT][NEUTRAL] OK, [PII], you're needing to verify benefits on a member, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] Sure, 02581892.
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I do see that he is the spouse of the subscriber on this policy, on the supplemental policy.
[AGENT][NEUTRAL] And this policy is active with an effective date of [PII].
[AGENT][NEUTRAL] And give me just one moment to get the benefit information pulled up, please.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] Uh-huh, thank you.
[AGENT][NEUTRAL] And are you gonna need inpatient, outpatient or office benefits?
[CUSTOMER][NEUTRAL] Out outpatient.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, so the outpatient benefit maximum on this supplemental policy is $500 per covered person per calendar day for covered outpatient services.
[AGENT][NEUTRAL] And there is no deductible.
[AGENT][NEUTRAL] Because this is a supplemental policy, [PII], we will also have to have a copy of his primary insurance company's explanation of benefits along with the claim for review.
[AGENT][NEUTRAL] And then once we have processed the claim, um, are you already familiar with our online service center portal?
[CUSTOMER][NEUTRAL] No, I mean, I'm not billing um I'm the actual provider so I don't, I don't know about that part, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, if there is any, OK, we do have a website if you ever submit a claim with APL in which you can check claim status or have access to the explanation of benefits and our just our portal website is [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. And is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] No, um, can I have a reference number for this call?
[AGENT][POSITIVE] Yes ma'am, you would actually use my name along with the excuse me my name along with today's date as the reference number.
[CUSTOMER][NEUTRAL] OK, do you have an initial for your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect thank you [PII] have a great day.
[AGENT][POSITIVE] Yes, ma'am, [PII]. I hope you have a great day too, and if that's all I can help you with, thank you again for calling APL.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] Bye bye.