AccountId: 011433970860
ContactId: ddfc2fc3-8a2d-46f5-9c42-bbdeb7f535a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278049 ms
Total Talk Time (AGENT): 110027 ms
Total Talk Time (CUSTOMER): 82150 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/ddfc2fc3-8a2d-46f5-9c42-bbdeb7f535a5_20250415T14:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes. Hi. Good afternoon, [PII]. My name is [PII] and I'm calling from Baptist Health Medical Group. I'm calling to verify if the patient has uh coverage, medical coverage for a specialty office visit.
[AGENT][NEUTRAL] OK, and [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. May I have the policy number please?
[CUSTOMER][NEUTRAL] Yes, it's um.
[CUSTOMER][NEUTRAL] Uh, 2249, 0 no, wait a minute. Um, the policy number is 01791412.
[AGENT][NEUTRAL] OK, that was 01791412?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you, verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for the verification process, [PII], and you're calling to verify benefits for a specialist office visit. Give me one second. I can help you with that. Now this particular policy shows it termed as of [PII]. If you just bear with me, let me just check to see if there's an active policy on file for the member. One moment please.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I show an active policy which give me one second, I'll get that policy number for you. It's different, of course.
[AGENT][NEUTRAL] OK, so the new policy number is 02249232.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you
[CUSTOMER][NEUTRAL] I'm sorry, give me just one second, let me write it down.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 022.
[AGENT][NEUTRAL] 49238.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and that policy shows effective [PII] and bear with me, let me check to see if there's a special office visits benefit on here.
[AGENT][NEUTRAL] One moment.
[AGENT][POSITIVE] OK, thank you so much for your patience. Please note verification of benefits provided does not guarantee payment. We will pay a max of $25 for a visit.
[AGENT][NEUTRAL] A max of $25 and the members allowed 4 visits per year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Employer, um, any deductible or um.
[CUSTOMER][NEUTRAL] Uh, out of pocket max.
[AGENT][NEUTRAL] OK, this policy does not have a deductible, um.
[AGENT][NEUTRAL] But we, like I said, we paid $25 max for a visit that could be with a PCP or a specialist.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can I have the address, the complete address for to submit the claim?
[AGENT][NEUTRAL] Of course it is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Wait, uh, [PII].
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK. And uh what's your name? And can I have a reference number for this call?
[AGENT][NEUTRAL] My name is [PII]. We do not provide reference numbers. You can use my name in today's date and my last initial is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] OK, um, no, that's it. Thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Take care bye.
[CUSTOMER][NEUTRAL] Bye bye.