AccountId: 011433970860
ContactId: 0a8f9bc4-d6a2-4da8-9d75-ed4978528bce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221229 ms
Total Talk Time (AGENT): 93668 ms
Total Talk Time (CUSTOMER): 46508 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/0a8f9bc4-d6a2-4da8-9d75-ed4978528bce_20250123T20:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, yes, I'm calling from Baptist Hospital in [PII]. My name is [PII] and I'm just calling to see if a patient's currently active with you guys.
[AGENT][NEUTRAL] OK [PII], I can help you with um eligibility. Can you please give me your callback number, sir, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] The patients what?
[AGENT][NEUTRAL] The patient's name?
[CUSTOMER][NEUTRAL] Oh, it's Mildred Trivet.
[AGENT][NEUTRAL] OK, and what is Mildred's date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and then what is Mildred's policy number?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] 1341924 ML 8.
[AGENT][NEUTRAL] OK, let me pull that in for us real quick.
[AGENT][NEUTRAL] OK, I do show that Mildred does have an active policy with us and her effective date is [PII].
[AGENT][NEUTRAL] This is to verify her coverage it's not a guarantee of payment.
[AGENT][NEUTRAL] She has a supplemental insurance policy that's billed secondary to the primary. It helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] She has a benefit amount per calendar year for inpatient of $6000 and also an outpatient benefit calendar year amount of $6000.
[CUSTOMER][NEUTRAL] How much has she used?
[AGENT][NEUTRAL] Let me check for you.
[AGENT][NEUTRAL] She has not used anything for the year of [PII].
[CUSTOMER][NEUTRAL] And how much is the, how much does this cover as a secondary?
[AGENT][NEUTRAL] It covers deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] And she has a benefit amount for inpatient and outpatient per calendar year of $6000.
[AGENT][NEUTRAL] To go to help towards the deductible, co-pay or co-insurance.
[CUSTOMER][POSITIVE] Alrighty thank you uh what's your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] And the first letter of your last name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And what would be the reference number for this call?
[AGENT][NEUTRAL] It's going to be my name and today's date.
[CUSTOMER][POSITIVE] Alrighty thank you.
[AGENT][POSITIVE] You're welcome, [PII]. You have a great day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye, sir.