AccountId: 011433970860
ContactId: 0e8187f6-e6d6-49a2-b2e9-17aa9f77b283
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169610 ms
Total Talk Time (AGENT): 76866 ms
Total Talk Time (CUSTOMER): 49460 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/0e8187f6-e6d6-49a2-b2e9-17aa9f77b283_20250212T17:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Thank you, [PII]. My name is [PII]. I'm calling from Baptist Hospital. I need to verify eligibility and benefits for a patient, please.
[AGENT][POSITIVE] OK, [PII], I'm happy to check on benefits for you. What is the patient's policy number?
[CUSTOMER][NEUTRAL] 02313057 MLA.
[AGENT][POSITIVE] All right, thank you. Let me pull that up here.
[AGENT][NEUTRAL] And if I can get the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes, and the [PII] of [PII].
[AGENT][POSITIVE] All right, thank you so much. So it looks like
[AGENT][NEUTRAL] The member does have an active plan with us. It is a different policy number. Would you like to take that down?
[CUSTOMER][NEUTRAL] Yes, because the, the member says there's a new one, this number.
[AGENT][NEUTRAL] Correct, so the new
[CUSTOMER][NEUTRAL] Because I have another one that I don't know.
[AGENT][NEUTRAL] Yeah, yeah, the new policy number as of [PII] is 246.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 7683.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That is active.
[AGENT][NEUTRAL] Correct, that one effective date [PII], patient is still active.
[CUSTOMER][NEUTRAL] OK. And how much the patient has per year for outpatient hospital and how much has been just?
[AGENT][NEUTRAL] Uh, let me take a look here. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The outpatient, it looks like Benefit max on this plan for the calendar year is 25,500.
[CUSTOMER][NEUTRAL] 25,500.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Looks like the patient has not used anything as of today.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 25,500.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Perfect. Can you give me the reference number for this call?
[AGENT][NEUTRAL] Call references my name with my last initial than today's date. My name again is [PII], that's [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] Thank you very much and have a good day.
[AGENT][NEUTRAL] You too bye bye.