AccountId: 011433970860
ContactId: e22af1f3-0a73-4647-9cb7-aa1836da706d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181380 ms
Total Talk Time (AGENT): 106499 ms
Total Talk Time (CUSTOMER): 42814 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/e22af1f3-0a73-4647-9cb7-aa1836da706d_20250103T15:11_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good, uh, good morning. This is [PII]. I'm calling in from Baptist Outpatient Services. Just calling in to check on benefits for a mutual patient.
[AGENT][NEUTRAL] OK, and you said your name is [PII], is that correct?
[CUSTOMER][NEUTRAL] Uh yes, [PII]. It's gonna be spelled [PII]
[AGENT][NEUTRAL] OK, thank you, and your callback number please.
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] Thank you and you're needing benefit information, is that also correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes, [PII], I can help you with that. And what is the member's policy number?
[CUSTOMER][NEUTRAL] It is 02408999.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And any information that I do provide for you today, Arla will be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], uh, date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I do see that she is the subscriber on this supplemental policy and the supplemental policy is active with an effective date of [PII].
[AGENT][NEUTRAL] And what type of benefit information are you needing inpatient, outpatient or office?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, so she has an outpatient benefit maximum of $750 per covered person per calendar day for covered outpatient services, and there is no outpatient deductible per covered person per calendar day.
[AGENT][NEUTRAL] And when the claim is submitted with APL or that we will have to have a copy of her primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And also we do have a portal which our claim status can be checked by going to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that'll be all thank you so much.
[AGENT][POSITIVE] OK, well, you're welcome and thank you again for calling APL. I hope you have a great day and a nice weekend.
[CUSTOMER][POSITIVE] Thank you. You too. Have a great day.
[AGENT][POSITIVE] Thank you. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm