AccountId: 011433970860
ContactId: f204acff-585f-4ad8-ae05-927fdbf23db3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 544950 ms
Total Talk Time (AGENT): 109314 ms
Total Talk Time (CUSTOMER): 104295 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/f204acff-585f-4ad8-ae05-927fdbf23db3_20250410T13:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from, um, Baptist Outpatient Surgical Center.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I am calling to know what the benefits are for a patient that has your um insurance.
[AGENT][POSITIVE] Yeah, of course I can help you with benefits today.
[AGENT][NEUTRAL] Do you have the policy number on you?
[CUSTOMER][NEUTRAL] Yes, I do. Policy number is 02472970.
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] OK and then what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right. And then the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII]. 1st name is [PII]. Last name is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK. And this is for a surgical center?
[CUSTOMER][NEUTRAL] Yes, um, he's coming coming in to do cataract surgery. However, the patient was here at the facility in [PII]. Um, someone from the facility also had called you guys and it was said that he has up to $300 for outpatient.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just wanna know if that $300 is just for one time calendar year or is it just whenever he goes to outpatient.
[AGENT][NEUTRAL] OK, so it looks like the outpatient benefit max per calendar day is 300.
[CUSTOMER][NEUTRAL] Per calendar date.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So he has another procedure coming up this month in on [PII], so that $300 would apply to that procedure as well.
[AGENT][NEUTRAL] Yes, it should. Let me double check to see if he's used anything of this year and how many.
[CUSTOMER][NEUTRAL] He used it, um, he, he used the, uh, the $300 was applied to his last visit for his surgery for one eye two weeks ago.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so he's at least used it once.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, sorry, just a second.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, just one second. Can I put you on a brief hold? I need to look and see how many times he can use this a year.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, sure, thank you.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Hey, thank you for holding.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] So it looks like there is no cap on this per year, so it's just the benefit maximum and that's per calendar day is the $300.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah. Sorry, I was thinking there was.
[CUSTOMER][POSITIVE] Alright perfect so he can use it whenever.
[AGENT][NEUTRAL] Yes, ma'am. Um, he just can't use it twice in one day, you know. It just has to be the one time a day.
[CUSTOMER][NEUTRAL] OK, perfect. Alright, thank you. um, could I get a call reference number for the call please?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Of course, um, my first name, which is [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My last initial, which is [PII]
[AGENT][NEUTRAL] And then it would be today's date and then I just have to, this is not a guarantee of payment it's just a verification of coverage. I just have to give you a disclaimer.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] But um,
[AGENT][NEUTRAL] OK. Well, is there anything else I can help you with?
[CUSTOMER][POSITIVE] No that was it thank you so much.
[AGENT][POSITIVE] OK, yeah, have a good day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] You're welcome. Bye.
[CUSTOMER][NEUTRAL] Bye.