AccountId: 011433970860
ContactId: 316fb753-0b7f-41c7-b464-745717627b5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158639 ms
Total Talk Time (AGENT): 60168 ms
Total Talk Time (CUSTOMER): 76706 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/316fb753-0b7f-41c7-b464-745717627b5c_20250317T15:58_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Baptist Hospital. Need to get members uh benefits, please?
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Absolutely. Our number is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is, my apologies. I had it here we go. It is 0245098 M as in Mary, L as in Larry, and the number 8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][POSITIVE] You're welcome. OK.
[AGENT][NEUTRAL] What's that policy number again?
[CUSTOMER][NEUTRAL] No problem. It's 02450098.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, and the number 8.
[AGENT][POSITIVE] Thank you. I missed one of the zeros. I'm sorry about that.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] It's OK. No, it's OK. It's Monday. Hey, I, I did it too earlier when I was talking to a patient. I was like, can you say that one more time? I'm not ready. Just one more.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] And who's the patient?
[CUSTOMER][NEUTRAL] It will be [PII].
[AGENT][NEUTRAL] And the date of birth
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were just needing benefits.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yes, for all patients.
[AGENT][NEUTRAL] OK, yeah, I can help you with that. The effective date is [PII]. Any benefits given over the phone is not a guarantee of payment. Is this for outpatient inpatient or a doctor's office?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's for outpatient.
[AGENT][NEUTRAL] OK, for outpatient, it coordinates with the primary insurance?
[AGENT][NEUTRAL] Whatever the primary applies to their deductible co-pay or co-insurance only, we'll pay up to $750 per calendar day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] She has a co-pay of 1500. You guys are only gonna pay 750, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, just making sure so I know to tell her that she does have a difference, um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right, perfect. OK. Do you give out any um reference numbers for the calls?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much for your help. I really appreciate it.
[AGENT][POSITIVE] Thank you, [PII], for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] You as well bye.