AccountId: 011433970860
ContactId: e3216181-9eda-4d02-be3d-e2976b002846
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 319399 ms
Total Talk Time (AGENT): 81812 ms
Total Talk Time (CUSTOMER): 191940 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/e3216181-9eda-4d02-be3d-e2976b002846_20250425T20:15_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I have a question. I needed um a little more like verification kind of or explanation or something. Um, so I have Blue Cross Blue Shield and I also have APL as my supplemental. Now, um, uh, the doctor, um, uh prescribed a pelvic ultrasound, um.
[CUSTOMER][NEUTRAL] That I needed to do and that is kind of like I haven't met my deductible. I was wondering if APL will cover part of it or it has nothing to do with these kind of uh exams. I, I just needed clarify.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] So I
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, the payer ID, is that what it is? I, I, I have my card in front of me. What, what am I looking at?
[AGENT][NEUTRAL] That should be the policy certificate bottom left hand corner.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] There is no policy certificate. There is a payer ID. There is in-hospital benefit, uh, oh, c certificate number and outpatient benefit certificate number.
[AGENT][NEUTRAL] Yes, that will either of those will work.
[CUSTOMER][NEUTRAL] So which one do you?
[CUSTOMER][NEUTRAL] OK. So it's the inhospital will be 02599290 M as in Mike, L as in Larry, 7.
[AGENT][POSITIVE] OK, thank you so much. And then [PII], could I get a few pieces of information from you? What is your birth date, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. And then the two other pieces of information, your address?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you so much. Um, usually we ask for an email address but I don't show one on file, so do you want to add one or you wanna just keep that blank?
[CUSTOMER][POSITIVE] No, um, add one if you usually should have it, yeah.
[AGENT][POSITIVE] Yeah, let's get that added.
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, [PII]. Is that right?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, we're look, is this gonna be done in an outpatient hospital setting? Are you doing this in the doctor's office or where will it be performed? Do you know?
[CUSTOMER][NEUTRAL] So, um, I can do it either in the doctor's or in, in the Memorial Hospital as an outpatient.
[AGENT][NEUTRAL] OK, let's see. I'll pull up your policy. Give me one moment, and anything I quote will not be a guarantee of payment, but a basic outline of the policy.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] OK, looks like for your policy, you have a benefit that pays $300 per calendar day.
[AGENT][NEUTRAL] And that would be for in an outpatient hospital facility.
[CUSTOMER][NEUTRAL] OK, alright, so if I get this uh this done, which I have a uh um.
[CUSTOMER][NEUTRAL] An appointment on the [PII] in Memorial Hospital, that will be, um, that will be a, uh, part of that. Is that, that's how it works and then 300 per calendar year.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] What does that mean? I say, I'm sorry.
[AGENT][NEUTRAL] So it's per day, so it'll pay out $300 per day of service.
[CUSTOMER][NEUTRAL] Per day? Oh, OK. I'm like 300 for calendar year. I, that's what I thought. Per day. Perfect. So, I should give this information to memorial. Is that right? My information as an outpatient, the, the benefit certificate number? Is that what I should give them?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, absolutely. Give them your card and then they can call and we'll verify that benefit to them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. Excellent. I'm so glad I called.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK. All right. Thank you so much for the um for the information.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a good weekend.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.