AccountId: 011433970860
ContactId: 23fa1da2-7d64-4796-a41b-832a3f8deb4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163619 ms
Total Talk Time (AGENT): 61799 ms
Total Talk Time (CUSTOMER): 65894 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/23fa1da2-7d64-4796-a41b-832a3f8deb4b_20250521T18:58_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm sorry, what did you say your name was?
[AGENT][NEUTRAL] Uh, my name is [PII]
[CUSTOMER][NEUTRAL] Hi [PII], nice to meet you. My name is [PII]. Um, I'm calling from Baptist Hospital Gural, and I wanted to verify the, uh, benefits and eligibility for a patient in the emergency room.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you, Ms. [PII]. And what is that policy number, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So it would be 0232.
[CUSTOMER][NEUTRAL] 9688 M as in mom, L as in lime, the number 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] I do have a account number. It's [PII].
[CUSTOMER][NEUTRAL] OK. [PII], sorry, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] The patient's name is uh [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII]. She is active on the policy. And you say you're needing benefits for ER?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Not a guarantee of payment, just a verification of coverage. With this policy, we are secondary. We help with primary insurance deductible, co-pay, and or co-insurance, and the patient has a benefit max that pays up to $3500 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Has she used any of that?
[AGENT][NEUTRAL] Uh, one moment.
[AGENT][NEUTRAL] Uh, no, ma'am, so far I don't show she's used any benefits for outpatient for this year.
[CUSTOMER][NEUTRAL] I'm sorry, you said she hasn't used any, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK awesome. Does this call have a reference number?
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK, awesome. Thank you so much for your help, [PII]. I hope you have a, have a good day, OK?
[AGENT][POSITIVE] Alright you too thank you for calling APO bye.
[CUSTOMER][POSITIVE] Thank you bye bye.