AccountId: 011433970860
ContactId: fb9bb6b7-ebc6-4472-85c4-874cf7a1080b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173089 ms
Total Talk Time (AGENT): 66738 ms
Total Talk Time (CUSTOMER): 79959 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/fb9bb6b7-ebc6-4472-85c4-874cf7a1080b_20250619T20:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling on behalf of uh Missouri Baptist Medical Center. We had a patient just um call us and tell us that she had had you guys as a secondary, and I just wanna make sure that it would be covered, um, because I think we're out of network or not contracted out of network. There we go.
[AGENT][NEUTRAL] OK, um, you have the policy number, [PII]?
[CUSTOMER][NEUTRAL] Yeah, I'm sorry it's uh 01897873.
[AGENT][NEUTRAL] OK, thank you. And then do you have a good callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep, [PII] and then option 3.
[AGENT][NEUTRAL] I'll get that pulled up. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was that patient name and date of birth?
[CUSTOMER][NEUTRAL] Sure, it is [PII] [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, I show this policy is active and effective [PII], um, so there's no network associated with the plan. It's a secondary policy, so, um, let me pull up her benefits and see what it has coverage for. Is this for outpatient hospital or?
[CUSTOMER][NEUTRAL] Yeah, she's having um a PET scan.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Not a guarantee of payment basic outline of the policy. So for this plan, let's see as
[AGENT][NEUTRAL] 3500 payable per calendar year. Um, so after primary processes the claim, whatever's left over, co-insurance, deductible, co-pay, we'll pay 100% up to 3500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, so she is covered then, OK.
[CUSTOMER][NEUTRAL] That will work because that's as soon as I seen that scheduling called me I was like let me call, let me find out.
[CUSTOMER][POSITIVE] You know, let, let's get going there. OK, awesome, and I'm so sorry. I just completely brain farted. What was your name? I'm so sorry.
[AGENT][NEUTRAL] I understand, yep.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I thought, OK.
[CUSTOMER][NEGATIVE] I, I can tell it's almost quitting time cause it's mushy, the brain's mushy.
[AGENT][POSITIVE] Totally, totally get it, yeah.
[CUSTOMER][POSITIVE] Good, good. OK.
[CUSTOMER][POSITIVE] Alright, awesome and um is there any type of reference or anything [PII]?
[AGENT][NEUTRAL] It's just my name, [PII], first initial to last name, [PII], and today's date. And anything else I can help with today, [PII]?
[CUSTOMER][POSITIVE] OK. No, thanks so much for your time, [PII] and putting up with my mushy brain. So thank you.
[AGENT][POSITIVE] Thanks for calling APL. I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.