AccountId: 011433970860
ContactId: 01a2a62f-c9d3-4758-a024-9c055a93a20e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156139 ms
Total Talk Time (AGENT): 82810 ms
Total Talk Time (CUSTOMER): 49253 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/01a2a62f-c9d3-4758-a024-9c055a93a20e_20250425T15:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. This is [PII] calling, um, from Baptist Outpatient Services. Just wanna see if a patient's policy is active, please.
[AGENT][POSITIVE] Yeah, absolutely. I'm happy to check on eligibility, [PII]. What's your policy number?
[CUSTOMER][NEUTRAL] That's gonna be 02432953.
[AGENT][NEUTRAL] OK. And then can I get patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, that's gonna be [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Patient does have an active plan, [PII], it looks like it's a different policy number. Do you wanna take that down?
[CUSTOMER][NEUTRAL] Uh yes, please let me give me one moment. OK, go ahead.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] Uh, the active policy number is 02568286.
[AGENT][POSITIVE] And the effective
[CUSTOMER][POSITIVE] OK, thank you so much for that.
[AGENT][NEUTRAL] Yeah, effective date on here is [PII]. Patients still active.
[AGENT][NEUTRAL] And then we're the secondary insurance, so this covers deductible, co-pay, co-insurance that the primary does not.
[CUSTOMER][NEUTRAL] OK, does the patient have a maximum amount?
[AGENT][NEUTRAL] Yeah, it looks like outpatient for the calendar max is 1500 and then they have an inpatient max of 3000.
[CUSTOMER][NEUTRAL] And for the outpatient, have they, do they have anything remaining? Have they met anything?
[AGENT][NEUTRAL] Yeah, let's take a look here one second.
[AGENT][NEUTRAL] Um, looks like the amount paid to date is $75.
[CUSTOMER][NEUTRAL] So that's the only thing the patient has met. So remaining, the patient still has about 1,425.
[AGENT][NEUTRAL] Yeah, exactly, yeah, because they've only used 75, so remaining amount is 1,425.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright great alright perfect if I could just get a reference number please?
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initial than today's date. My name again is [PII], which is [PII] My last initial is gonna be [PII].
[CUSTOMER][NEUTRAL] And today's date you said right?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, all right, [PII], thank you so much.
[AGENT][POSITIVE] My pleasure. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye