AccountId: 011433970860
ContactId: 120f88f2-d6a0-47d3-a4e4-9ba87ee8cfdd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202389 ms
Total Talk Time (AGENT): 53424 ms
Total Talk Time (CUSTOMER): 71797 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/120f88f2-d6a0-47d3-a4e4-9ba87ee8cfdd_20250506T20:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good afternoon. I'm calling from Baptist Hospital in [PII]. My name is [PII]. In regards to a patient, I was wondering if you can assist me to double check if he's active with you and if he has any um coverage with you.
[AGENT][NEUTRAL] OK, I can help with eligibility and benefits, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, I do. Let me go ahead and give you my direct number. It's [PII].
[AGENT][NEUTRAL] You have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I do. Uh 02565825.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] I am showing [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] It looks like the policy is effective [PII]. It's currently active.
[AGENT][NEUTRAL] And are you needing outpatient benefits?
[CUSTOMER][NEUTRAL] Uh, let's see, actually,
[CUSTOMER][NEUTRAL] Yes, I am. Um, he does have a, a coverage with you guys, correct?
[AGENT][POSITIVE] Yes, it's effective [PII] and active.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] And I do have two benefits if you can check for me.
[CUSTOMER][NEUTRAL] I'm showing for X-ray and MRI.
[AGENT][NEUTRAL] And is this in an outpatient hospital setting?
[CUSTOMER][POSITIVE] I do apologize. Yes, it is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This is not a guarantee of payment. It's a basic outline of the policy.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it looks like for outpatient benefits.
[AGENT][NEUTRAL] In the hospital.
[AGENT][NEUTRAL] Um, they have an 8500 calendar year maximum benefit payable.
[CUSTOMER][NEUTRAL] All right. And how much have they used so far?
[AGENT][NEUTRAL] Um, it's
[AGENT][NEUTRAL] Uh, he's only used 3 24 14.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] 324 14. Perfect. May I ask also the spelling of your name?
[AGENT][NEUTRAL] Um, it's [PII], it's [PII]
[CUSTOMER][NEUTRAL] [PII] And [PII], would you happen to have a reference number for me or can I just use your name as reference?
[AGENT][NEUTRAL] Uh name is my name is referenced in today's date.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Perfect. Thank you so very much for your help. I really appreciate it.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You as well. Bye-bye.