AccountId: 011433970860
ContactId: d49abc05-9a9b-42ac-a048-d4ea72d31192
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133660 ms
Total Talk Time (AGENT): 66269 ms
Total Talk Time (CUSTOMER): 51564 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/d49abc05-9a9b-42ac-a048-d4ea72d31192_20250102T21:36_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi sir, this is [PII] from Baptist Outpatient Services, and I was calling to get um
[CUSTOMER][POSITIVE] Benefits on a patient that is coming to have a uh a test done and I show you the gap insurance.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits, Ms. [PII]. May I have a callback number just in case we get disconnect again?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 019.
[CUSTOMER][NEUTRAL] 60211, M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] Mm OK. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, right, and what type of service is being run? you say it was a test.
[CUSTOMER][NEUTRAL] She's coming in to have a breast ultrasound procedure 76641.
[AGENT][NEUTRAL] OK. All right, and before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer. And this is one of our secondary policies to the major medical supplemental plan. And it looks like this one has an outpatient maximum benefit of 1000 per day, per calendar day.
[CUSTOMER][NEUTRAL] Per day.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. OK. So, um, and she is the, the spouse under the plan.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Does she have a group number?
[AGENT][NEUTRAL] Um, it's gonna be the same group as the husband, which is, let's see, uh, 21176.
[CUSTOMER][POSITIVE] OK, wonderful. Can I get a reference number for our call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, that's it. Thank you so much. You've been very helpful. Have a great day. Thank you. Bye.
[AGENT][POSITIVE] Mhm. You're welcome, Ms. [PII]. You as well.