AccountId: 011433970860
ContactId: 08b956b2-fecb-4462-83e5-cad1003b58f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160399 ms
Total Talk Time (AGENT): 72748 ms
Total Talk Time (CUSTOMER): 58520 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/08b956b2-fecb-4462-83e5-cad1003b58f3_20250602T15:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hello, good morning. Uh, my name is [PII] and I'm calling from Baptist Health. I'm just calling to check eligibility for a patient.
[AGENT][NEUTRAL] Um, yes, sir. I can assist you with benefits. Um, first, could I get your name again and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and the callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Now, could I get the policy number?
[CUSTOMER][NEUTRAL] Policy number is 01611.
[CUSTOMER][NEUTRAL] 821, the letters M and then the letter L and then number 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm outpatient.
[AGENT][NEUTRAL] OK. One moment, please. Please um repeat his policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 01
[CUSTOMER][NEUTRAL] 611.
[CUSTOMER][NEUTRAL] 821 ML and then 8.
[AGENT][POSITIVE] OK. Thank you. Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Wait
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 1500 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] Alrighty, that's all I needed. Would you happen to have a reference number for the call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII] um it's spelled [PII] Last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] That'll be all, thank you so much.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you.