AccountId: 011433970860
ContactId: 1445fe1a-95dc-419f-a94d-e0bec2ee64bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127849 ms
Total Talk Time (AGENT): 64169 ms
Total Talk Time (CUSTOMER): 48886 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/1445fe1a-95dc-419f-a94d-e0bec2ee64bb_20250114T17:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Thank you, [PII]. This is [PII]. I'm calling from Baptist Hospital. I need to verify eligibility benefit for a patient, please.
[AGENT][NEUTRAL] OK, and I'm happy to check benefits and eligibility. What is the patient's policy number?
[CUSTOMER][NEUTRAL] It's 221-6496. M as in Mary, L as in Larry, 8.
[AGENT][POSITIVE] Thank you for that. And do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. What is the patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you so much. So it looks like the patient's plan is active. The effective date is [PII]. This is the secondary insurance, so it does cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] Uh, is any amount uh per year?
[AGENT][NEUTRAL] Uh, let me take a look.
[AGENT][NEUTRAL] The outpatient benefit on this plan per calendar day is $200. The inpatient benefit max for the calendar year is $1000.
[CUSTOMER][NEUTRAL] OK, 200 per day, right? For outpatient.
[AGENT][POSITIVE] Correct. Mhm.
[CUSTOMER][NEUTRAL] OK. And can you see in your system it says United Healthcare Primary Insurance?
[AGENT][NEUTRAL] No, we don't have that information. You would have to check with the insured.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah, because the patient has no answers a few days. OK. Uh, can you please give me the reference number for this call?
[AGENT][NEUTRAL] Uh call reference would be my name with my last initial in today's date. My name again is [PII], that's [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] Thank you very much, sir. Have a good day.
[AGENT][POSITIVE] You're welcome. You too. Bye bye.
[CUSTOMER][NEUTRAL] Bye.