AccountId: 011433970860
ContactId: 0ba9deca-02aa-4f82-8aef-b1f9d0d5ccdc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159729 ms
Total Talk Time (AGENT): 59800 ms
Total Talk Time (CUSTOMER): 42712 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=3.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/0ba9deca-02aa-4f82-8aef-b1f9d0d5ccdc_20250205T15:11_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey [PII].
[AGENT][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. Good morning, good morning. My name is [PII] from, um, Baptist Health, and I'm just trying to go ahead and verify, um, the eligibility for a patient of ours for gap insurance.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Absolutely. It's [PII].
[AGENT][NEUTRAL] And do you have a policy number?
[CUSTOMER][NEUTRAL] Absolutely. Um, I have 249-690-9.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] No worries. Thank you.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Yes, it's um [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Um, date of birth that I have here right now sorry.
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were just needing benefits.
[CUSTOMER][POSITIVE] Oh yes, benefits and eligibility.
[AGENT][NEUTRAL] OK, I can help you with that. Hold on one moment.
[AGENT][NEUTRAL] OK, the effective date is [PII]. Any benefits given over the phone is not a guarantee of payment. And is this for outpatient inpatient or doctor's office?
[CUSTOMER][NEUTRAL] It'll be outpatient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance, whatever the primary applies to their deductible, co-pay or co-insurance.
[AGENT][NEUTRAL] For outpatient.
[AGENT][NEUTRAL] Let see.
[AGENT][NEUTRAL] We will pay up to $8000.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And that would be
[AGENT][NEUTRAL] Per calendar year.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] All right, I think I got everything I needed.
[AGENT][NEUTRAL] OK, thank you, [PII] for calling APL you have.
[CUSTOMER][POSITIVE] All right. Thank you so very much for your help.
[AGENT][POSITIVE] You have a good day.
[CUSTOMER][POSITIVE] You do the same take care bye bye.
[AGENT][POSITIVE] Thank you.