AccountId: 011433970860
ContactId: 2bef471f-ee73-4a7e-9328-587591e9213d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131320 ms
Total Talk Time (AGENT): 58918 ms
Total Talk Time (CUSTOMER): 40768 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/2bef471f-ee73-4a7e-9328-587591e9213d_20250127T18:59_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello [PII]. My name is [PII] from Baptist Health.
[AGENT][NEUTRAL] How are you doing today?
[CUSTOMER][POSITIVE] And I'm just trying to verify the eligibility. I'm doing well, thank you so much and yourself?
[AGENT][POSITIVE] I'm doing well.
[CUSTOMER][NEUTRAL] Alright, I'm just trying to verify eligibility for a patient of ours.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Do you have a callback number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Sure, no problem. It's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Absolutely, um, it is 02347828 ML 8.
[AGENT][NEUTRAL] Thank you [PII]. Hold on one moment please.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Sure, it is [PII].
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][POSITIVE] Yes, benefits
[AGENT][NEUTRAL] OK, I can look that up for you. Is it for outpatient inpatient, doctor's office?
[CUSTOMER][NEUTRAL] No, it's for urgent care. So outpatient.
[AGENT][NEUTRAL] Urgent care. OK. The effective date is [PII]. Any benefits given over the phone is not a guarantee of payment. This policy coordinates with the primary insurance. Whatever the primary applies to their deductible, co-pay or co-insurance only.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] We'll pay up to $7900 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, there's nothing else. Thank you so very much for helping me. I appreciate it.
[AGENT][POSITIVE] Thank you. You're welcome. Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Do the same. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.