AccountId: 011433970860
ContactId: f26351fa-7f77-4222-aede-9f462c4c8da0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147360 ms
Total Talk Time (AGENT): 84742 ms
Total Talk Time (CUSTOMER): 45812 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/f26351fa-7f77-4222-aede-9f462c4c8da0_20250204T20:52_UTC.wav
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[AGENT][NEUTRAL] Contacting APO my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. This is [PII] from Baptist Outpatient Services. I'm a rendering provider in [PII], and I was calling to get benefits on a patient that has a supplemental plan with you guys.
[AGENT][POSITIVE] Yes, I can have, I can help with benefits. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Yes, it's 02295772. M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Now this is a calendar year secondary gap insurance that's meant to pick up the deductible, co-payment or co-insurance for in and out of hospital visits, um.
[AGENT][NEUTRAL] Uh, treatment within a physician's office, independent labs, durable medical, up to $3500 per calendar year. That's just a verification, the benefits, not a guarantee of payment. Um, it doesn't, uh, I'm not seeing where she's used anything for the calendar year [PII].
[AGENT][NEUTRAL] Uh, but that is what the policy does. It's uh secondary for the, those, uh, those services. And so you would file to the major medical first and then to us. Is there anything else that I can tell you about it? Anything specific?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, uh, what's her group number?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] The group number for the policy.
[AGENT][NEUTRAL] Is 18635.
[CUSTOMER][NEUTRAL] Yes, and your billing address to submit claim?
[AGENT][NEUTRAL] And that's
[AGENT][NEUTRAL] Yes, our address is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Our zip code is [PII].
[CUSTOMER][POSITIVE] OK, wonderful.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, [PII], that's wonderful. Well, thank you so much. You've been very helpful. I really appreciate your help.
[AGENT][POSITIVE] OK, it's nothing else I can help with. Thanks for contacting if you have.