AccountId: 011433970860
ContactId: 0c8ba581-d7d0-4770-a0d7-b51460279553
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126330 ms
Total Talk Time (AGENT): 53098 ms
Total Talk Time (CUSTOMER): 54795 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/0c8ba581-d7d0-4770-a0d7-b51460279553_20250416T18:41_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII]. I'm calling from the Facility Baptist Memorial Hospital. I was trying to check benefits and eligibility on a patient.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Callback number is [PII] and policy number is 02563023.
[AGENT][NEUTRAL] OK, what is that member's name and date of birth that you're calling to verify benefits for?
[CUSTOMER][NEUTRAL] [PII], I hope I said that right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility for what place of service?
[CUSTOMER][NEUTRAL] Um, it is for an outpatient home sleep study.
[AGENT][NEUTRAL] This member's policy has been active since [PII] and it's currently active.
[AGENT][NEUTRAL] She has outpatient benefits of $2800 per calendar year and this is not a guaranteed benefits, just a disclaimer of the policy coverage with a $100 deductible.
[CUSTOMER][NEUTRAL] OK, $100 deductible.
[CUSTOMER][NEUTRAL] And has she met any of it?
[AGENT][NEUTRAL] No, she has not utilized any of her benefits for 25, but she has a claim on file that has not been processed yet. I'm not sure if that'll that's gonna help her with a deductible or not.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, alright, and so the out of pocket.
[AGENT][NEUTRAL] Is there anything else that I can assist? Go ahead.
[CUSTOMER][NEUTRAL] Her out of pocket max you said is 2800.
[AGENT][NEUTRAL] Mhm. She has $2800 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] That'll be all.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thanks. Goodbye.