AccountId: 011433970860
ContactId: d4dd78ff-9c03-4268-b612-cc69ca306537
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135990 ms
Total Talk Time (AGENT): 77946 ms
Total Talk Time (CUSTOMER): 35862 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/d4dd78ff-9c03-4268-b612-cc69ca306537_20250211T15:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, good morning. My name is [PII]. I'm calling from Baptist Health Cardiology Group. I'm calling to verify benefits for a patient.
[AGENT][NEUTRAL] I can help with that [PII]. What is your callback number if we are disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you and what is the policy number please?
[CUSTOMER][NEUTRAL] It is 02581892.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And to repeat, I have that as 02581892.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you much for that information and you're calling is it for outpatient or inpatient benefits today?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, I can help you with that. Uh, the member shows effective as of [PII], and this policy shows active as a supplemental medical.
[AGENT][NEUTRAL] And for outpatient benefits, please note verification of benefits provided does not guarantee payment. The benefits pay only $500 max per day limit again we pay up to $500 per day. Uh, would this be for an office setting or facility?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's for our office setting.
[AGENT][NEUTRAL] Office set I'm gonna see if he has a benefit for office settings. Give me one moment.
[AGENT][NEUTRAL] OK. He does have a benefit to cover or to help cover covered services inside the doctor's office, but not the office visit fee.
[CUSTOMER][NEUTRAL] OK, so it won't cover the the co-pay, it'll just cover if he has any um any procedures done.
[AGENT][NEUTRAL] It could cover, yes, could cover, yes, for procedures inside of course based on coverage, yes ma'am, but not the office visit fee, that is correct.
[CUSTOMER][POSITIVE] OK. Got it. Thank you so much.
[AGENT][POSITIVE] You're welcome. Anything else, [PII], I can help you with?
[CUSTOMER][NEUTRAL] Uh, is there a reference number for this for this call?
[AGENT][NEUTRAL] You can use my name [PII] last initial [PII] and today's date.
[CUSTOMER][POSITIVE] Got it thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day bye.
[CUSTOMER][POSITIVE] You too thank you bye.