AccountId: 011433970860
ContactId: 1c48c169-d420-4fd3-b70f-3e70b9dc04ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135100 ms
Total Talk Time (AGENT): 77267 ms
Total Talk Time (CUSTOMER): 37659 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/1c48c169-d420-4fd3-b70f-3e70b9dc04ab_20250617T14:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist Memorial Hospital. I need to get eligibility and benefits for a patient, please.
[AGENT][POSITIVE] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] I have, um.
[CUSTOMER][NEUTRAL] 01890013
[AGENT][NEUTRAL] OK, thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active, and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Inpatient
[AGENT][NEUTRAL] OK, for inpatient, let's see, we cover up to $2500 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim, but there is a $100 deductible that needs to be met first.
[CUSTOMER][NEUTRAL] OK, and then you pay at 100%?
[AGENT][NEUTRAL] Um, yeah, we cover up to 2500 per calendar year and that's after the primary insurance processes the claim. We cover what goes towards the copay, the co-insurance, and the deductible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now has she met that $100 or does she still owe?
[AGENT][NEUTRAL] She still owe and she hasn't, of course, used any of our benefits this year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, well that's what I needed thank you so much.
[AGENT][NEUTRAL] Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Nope, that's all.
[AGENT][POSITIVE] OK, thank you again, [PII], for calling APO. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Mm, thank you.