AccountId: 011433970860
ContactId: 34d0c4d9-f204-407e-84a6-d750aa170e8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305630 ms
Total Talk Time (AGENT): 143313 ms
Total Talk Time (CUSTOMER): 105810 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/34d0c4d9-f204-407e-84a6-d750aa170e8c_20250108T22:19_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Good sorry. I'm sorry. I, I hung up or my, I got disconnected earlier. I'm calling from Baptist Hospital in [PII]. My name is [PII], and I'm calling in regards to a patient. I wanted to see if the patient is active with you.
[AGENT][NEUTRAL] Yes [PII], I can help you with eligibility. Uh, can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] OK. It's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. It's [PII], last name.
[AGENT][NEUTRAL] [PII]. OK. What is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s policy number?
[CUSTOMER][NEUTRAL] 02300517. That is M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] OK, let me look up that policy real quick and I'll give you the eligibility for [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] OK, you're very welcome. Looking at this policy, uh, the policy, this one lapsed on [PII], so the policy is no longer active, but I'm checking to see if he does have an active policy. OK, [PII] does have [PII] has an active policy. Let me give you that policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 250.
[CUSTOMER][NEUTRAL] All right. Give me one second here.
[AGENT][NEUTRAL] Yes, ma'am. Sure. Go ahead.
[CUSTOMER][NEUTRAL] You 5 there.
[AGENT][NEUTRAL] Uh-huh. 2506891.
[CUSTOMER][NEUTRAL] I'm sorry, you.
[CUSTOMER][NEUTRAL] 6689-1.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, and the effective date is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect. Oh, OK.
[CUSTOMER][POSITIVE] That's perfect. That way I can go ahead and change the information as well. Thank you.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go, Ms. [PII]?
[CUSTOMER][NEUTRAL] Oh, well, actually, yes, if you can help me in regards to, do they have, does he have a deductible?
[AGENT][NEUTRAL] No, ma'am, this is a um policy and this is just a guarantee or verify coverage is not a guarantee of payment. This is a policy that helps um it's a secondary insurance that's billed after the primary. It helps with deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, and what is the maximum then?
[AGENT][NEUTRAL] I'm sorry, what did you say just now?
[CUSTOMER][NEUTRAL] Does he have um so he doesn't have the out of pocket correct?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Does he have some kind of uh um the uh
[CUSTOMER][NEUTRAL] Like a maximum or, or?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Anything like that?
[AGENT][NEUTRAL] Yes, uh, let me get back to that screen and I'll tell you what his benefits are.
[AGENT][NEUTRAL] So if he goes inpatient for then.
[CUSTOMER][POSITIVE] Perfect. I should have said back.
[AGENT][NEUTRAL] That's OK if he goes inpatient for more than 18 hours, he has a $3000 per per confinement.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, benefit of $3000 and then if he um is seen outpatient, he has a $3000 outpatient per calendar day benefit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That helps towards this deductible co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK, yeah, it's for uh.
[CUSTOMER][POSITIVE] Perfect. Oh, thank you so much. And um, [PII], may I ask you, do you spell your name with [PII] or just one?
[AGENT][NEUTRAL] Just [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Perfect. And uh should I use it as your reference or do you have a reference number as well?
[AGENT][NEUTRAL] You can use my name and then today's date.
[CUSTOMER][POSITIVE] Thank you so very much for your help. I really appreciate it.
[AGENT][POSITIVE] It's no problem at all, Ms. [PII]. I enjoyed helping you. I hope you have a wonderful rest of your night, and we thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. You as well. Thank you so much.
[AGENT][POSITIVE] You're welcome, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.