AccountId: 011433970860
ContactId: de94745f-0290-4d2c-a65d-f08b275d5eb1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173830 ms
Total Talk Time (AGENT): 61491 ms
Total Talk Time (CUSTOMER): 87051 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/de94745f-0290-4d2c-a65d-f08b275d5eb1_20250304T14:54_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, I'm calling from Baptist Outpatient Services Baptist Diagnostic Center. I have a patient here who just provided her gap insurance and I wanted to run the benefits.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] [PII], and the policy number is gonna be, OK, it says here, outpatient benefit center number, that number.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is that the one, OK. So it'll be 01481594 ML 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you, [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It'll be [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. So, first name is [PII] Last name [PII]
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. Outpatient per calendar day allows $500.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So we'll pick up her co-pays, co-insurance, and our deductible up to the $500.
[CUSTOMER][NEUTRAL] OK, so like you're saying that if it's more than $500 no, but if it is under $500 you'll pick it up, correct?
[AGENT][NEUTRAL] It will pick up, it follows her primary, so it will pick up up to the 500, any remaining balance becomes patient's responsibility.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Uh, let me see, for, um, that's for outpatient, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, just give me one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you said it covers copays, correct?
[AGENT][POSITIVE] Correct, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, perfect. Can I get the reference number for this call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Let's
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] O [PII] and today's date. OK, perfect, that'll be all. Thank you so much.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] OK. Have a beautiful day. Bye.