AccountId: 011433970860
ContactId: fcddbfd1-81e9-4e28-a7e8-3b90d5a4a962
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202699 ms
Total Talk Time (AGENT): 87897 ms
Total Talk Time (CUSTOMER): 68429 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/fcddbfd1-81e9-4e28-a7e8-3b90d5a4a962_20250410T18:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling HCL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, good afternoon. My name is [PII]. I'm calling to confirm the benefits for a patient at our office today.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Can I please get your callback number, sir?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you sir and then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It's gonna be the Baptist House Galloway Endoscopy and surgical center.
[AGENT][NEUTRAL] OK, and may I please have the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The name of the patient is [PII], last name [PII], it's [PII] Date of birth [PII].
[AGENT][NEUTRAL] OK, and then what is [PII]'s policy number please?
[CUSTOMER][NEUTRAL] It would be 01843884 M as in Mary, L as in lamb and the number 8.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, I do show that [PII] does have an active policy with us. His effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify his benefits. It's not a guarantee of payment. He has a supplemental insurance policy that's billed secondary to the primary. It helps with deductible, co-pay, and co-insurance. He has an inpatient benefit amount of $5000 per calendar year, and then he also has an outpatient benefit amount of $5000 per calendar year.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and has he used any for the current current calendar year for the outpatient benefits?
[AGENT][NEUTRAL] Let me look real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] He has only used $75.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, and just to double check again, this is gonna cover the deductible, uh, co-pay, co-insurance of the primary, and this is effective for any outpatient facility, correct?
[AGENT][NEUTRAL] Uh, no, it's determined by, uh, facilities. What kind of facility are you?
[CUSTOMER][NEUTRAL] We're an ambulatory surgical center.
[AGENT][POSITIVE] Yes, it does help with ambulatory surgical centers.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and do you have a reference number for this call by any chance?
[AGENT][NEUTRAL] Yes, sir. You can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK, OK, thank you very much.
[AGENT][NEUTRAL] You're welcome, [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] No, that's everything I needed. You've been very helpful, thank you.
[AGENT][POSITIVE] Thank you, sir. You have a wonderful day. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you you too have a good day.
[AGENT][NEUTRAL] Bye-bye.