AccountId: 011433970860
ContactId: 2c400491-9e96-4832-8c52-e96bad796b87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137300 ms
Total Talk Time (AGENT): 73257 ms
Total Talk Time (CUSTOMER): 64864 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/2c400491-9e96-4832-8c52-e96bad796b87_20250217T19:52_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII] calling from Baptist Primary Care just calling to check eligibility on the patient.
[AGENT][NEUTRAL] I can help with eligibility. And what is that policy number, please?
[CUSTOMER][NEUTRAL] 01940247
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Oh it's.
[AGENT][POSITIVE] Thank you. If I could have a call back a callback number in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. His policy went into effect on [PII]. It is active. Is there anything else I can tell you about the secondary policy such as the benefits or?
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][NEGATIVE] Yeah, the benefits and I just had a quick, is this a Medicare supplement? Because our RTE is coming back. Oh, it's not OK.
[AGENT][NEUTRAL] Um, no.
[AGENT][NEUTRAL] No, this is a secondary or gap insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I don't know why our RTE is coming back.
[CUSTOMER][NEUTRAL] Has this patient has an effective Medicare supplement plan but no Medicare on file.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, yeah, that's, that's weird. Um, what this is is it's like a secondary policy, a gap, and for outpatient, it's for inpatient or outpatient hospital and for outpatient hospital, we'll pick up the uh deductible, co-payment or co-insurance up to $500 per occasion for inpatient hospital, we'll pick that up up to $1000 per occasion, and that's just a verification, uh, not a guarantee of payment.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] OK, so it's just to pick up the co-pay or deductible up to 500 per occasion for, for not hospital, OK.
[AGENT][POSITIVE] That's correct, yes.
[AGENT][POSITIVE] For, for hospitals, that's correct.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Oh, for hospitals?
[AGENT][NEUTRAL] Yes, ma'am. It's just, it's just for hospital, uh, inpatient or outpatient hospital.
[CUSTOMER][NEUTRAL] Oh, OK, so he can't, this is not like for um like off like primary care office.
[AGENT][NEUTRAL] An office visit. Oh, yeah, no, this, uh, this is gonna be just for hospital.
[CUSTOMER][NEGATIVE] Oh, OK, alright, because we're his primary care office, so he can't even just can't even use that for this, OK.
[AGENT][NEUTRAL] Oh,
[AGENT][NEGATIVE] No, no, I wouldn't think so, no.
[CUSTOMER][NEUTRAL] OK then.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Is, is there anything else at all I can help with?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, well thank you for contacting APO you have a good afternoon.
[CUSTOMER][NEUTRAL] OK