AccountId: 011433970860
ContactId: dc18a9b1-88c8-4099-bc29-1b88f488b521
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207419 ms
Total Talk Time (AGENT): 106807 ms
Total Talk Time (CUSTOMER): 64779 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/dc18a9b1-88c8-4099-bc29-1b88f488b521_20250306T19:57_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Outpatient services.
[AGENT][NEUTRAL] Hi, [PII], how are you?
[CUSTOMER][POSITIVE] Good and good and yourself?
[AGENT][POSITIVE] I'm doing well, and how may I assist you today?
[CUSTOMER][NEUTRAL] Yes, um, this patient that I have is coming in for a diagnostic exam. Um, I just wanna see the benefits that this patient has for their gap insurance.
[AGENT][POSITIVE] All right, and I'll be more than happy to assist you with the benefits. And may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, the phone number will be [PII] and the policy number will be 01659331ML8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing this policy is no longer active. It was effective from [PII]. There is an active policy though that's been active since [PII]. That policy number is 249.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 761 8.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And um you said diagnostic testing benefits?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Let me put it this way. Hold on one second.
[CUSTOMER][POSITIVE] No, no, you're fine. Take your time.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And again, just for the call, all the information provided is a verification of benefits, not a guarantee of payment. So the outpatient benefit is up to $7900 per calendar year. That does include diagnostic testing in a hospital outpatient facility or freestanding outpatient um facility.
[AGENT][NEUTRAL] And there's also the office treatment rider.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So any treatment in the office, as long as it's not cosmetic, could be covered up to that 7900 per year.
[CUSTOMER][NEUTRAL] OK, and you said it was 5000 per year, right?
[AGENT][NEUTRAL] No, $7900 per calendar year.
[CUSTOMER][NEUTRAL] Or per day.
[CUSTOMER][NEUTRAL] For calendar year. OK. Perfect. All right. Um, is there any way I can have your name again and a reference number?
[AGENT][NEUTRAL] Sure, so my name is
[CUSTOMER][NEUTRAL] If you guys give out any reference number.
[AGENT][NEUTRAL] Yes, my name is [PII]. Well, there's no reference number, but my name is [PII], first initial to my last name is [PII], and you can use my name as in today's date as the reference.
[CUSTOMER][POSITIVE] OK perfect perfect alright thank you so much for all your help today.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, I think that was about it. Thank you.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] You too bye bye