AccountId: 011433970860
ContactId: 2ae8a201-3f82-4fa2-b6fa-e32728007a80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166759 ms
Total Talk Time (AGENT): 101882 ms
Total Talk Time (CUSTOMER): 45096 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/2ae8a201-3f82-4fa2-b6fa-e32728007a80_20250206T16:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Thank you. 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'll be glad to help you. Go ahead and give me a good policy number, please, ma'am.
[CUSTOMER][NEUTRAL] It's 01611625. M as in Mary, L as in Larry, 8.
[AGENT][POSITIVE] Alrighty, thank you so much for all that information, [PII]. I now while I'm pulling this up, go ahead and give me a good return telephone call number please, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alrighty, thank you so much for that information. Let's see, [PII].
[AGENT][NEUTRAL] And what is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], the [PII].
[AGENT][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Looks like [PII] is the insured on this medical supplemental plan that you did say you want benefits. Is that correct?
[CUSTOMER][NEUTRAL] Yes, for outpatient hospital, how much the patient has per year and how much has been used please.
[AGENT][NEUTRAL] Alright, let me get that pulled up. OK, now I do show that her original effective date is, excuse me, [PII]. She is current and active here at APL, but of course I must advise that verification of coverage is not a guarantee of payment on a claim.
[AGENT][NEUTRAL] But what we are is her medical supplemental plan. So the only thing we will pick up and pay on for sickness and injury is if it is applied towards her deductible, co-pay, or co-insurance at her primary insurance carrier. Now her outpatient hospital benefit here is no pre-cert, no deductible, and she has a $1500 max benefit payable per calendar year.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] How much has been used please?
[AGENT][NEUTRAL] None as of today.
[CUSTOMER][NEUTRAL] OK, it's 1500, right?
[AGENT][NEUTRAL] Right, 1500 per calendar year.
[CUSTOMER][NEUTRAL] OK. Can you please give me the reference number for this call?
[AGENT][NEUTRAL] Is that all I can help answer for you today, [PII]?
[CUSTOMER][POSITIVE] Yeah, that's all. Thank you.
[AGENT][NEUTRAL] OK, well, we don't give reference numbers, [PII], but you can use my name in today's date and my name is [PII] spelled [PII]
[CUSTOMER][NEUTRAL] And your initial of your last name, please?
[AGENT][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK. Thank you very much and have a good day.
[AGENT][POSITIVE] Yeah. You as well, [PII]. Thanks for calling [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Uh.