AccountId: 011433970860
ContactId: 3200061f-a36d-4b36-8424-58ca68f9202a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136779 ms
Total Talk Time (AGENT): 59467 ms
Total Talk Time (CUSTOMER): 55041 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/3200061f-a36d-4b36-8424-58ca68f9202a_20250411T14:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Homestead Hospital's pre-registration department, uh, to get a patients, um, benefit information to help assess their cost for hospital.
[AGENT][POSITIVE] OK, let's take a look, [PII]. I'm happy to check on eligibility and benefits. What's your policy number?
[CUSTOMER][NEUTRAL] 02037623
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima, 8.
[AGENT][NEUTRAL] Alright, thank you for that. And then [PII], do you have a good call back number?
[CUSTOMER][NEUTRAL] [PII] and I have an extension of [PII].
[AGENT][POSITIVE] Thank you so much. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] born [PII].
[AGENT][POSITIVE] Thank you so much. So patient is active. The effective date on here is gonna be [PII] or the members secondary insurance, so this picks up deductible, co-pay, co-insurance, but the primary does not.
[AGENT][NEUTRAL] And their outpatient benefit it looks like for the calendar year on this plan is 7500.
[CUSTOMER][NEUTRAL] OK, for outpatient they have 7500. Is that full amount available for them to use?
[AGENT][NEUTRAL] Uh, let me see what's been used. Yes, looks like nothing has been used thus far this year.
[CUSTOMER][NEUTRAL] OK, so for outpatient they have 7500 all available.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][POSITIVE] Alright, wonderful. Alright and then your first name again and the first is your last name and call reference number for the call.
[AGENT][NEUTRAL] Call references my name with my last initial and then today's date. My name is [PII], that's [PII], last initial [PII] and then today's date.
[CUSTOMER][POSITIVE] Wonderful thank you so much. Oh let me your billing address we have a PO box.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][POSITIVE] Wonderful thank you so much. God bless you have a good day, ma'am. Enjoy your weekend.
[AGENT][NEUTRAL] You too. Bye-bye, [PII].