AccountId: 011433970860
ContactId: 356f65b5-9af7-4bf6-906d-2936af10f3fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117760 ms
Total Talk Time (AGENT): 58433 ms
Total Talk Time (CUSTOMER): 40178 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/356f65b5-9af7-4bf6-906d-2936af10f3fc_20250220T16:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. I'm calling from Baptist Health to check patient eligibility, please.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Callback number is [PII].
[AGENT][NEUTRAL] [PII], can I have that policy number of the member that you're inquiring eligibility for today?
[CUSTOMER][NEUTRAL] That is 1075683.
[AGENT][NEUTRAL] Thank you. Can you verify the patient's name and date of birth that you're inquiring eligibility for [PII]?
[CUSTOMER][NEUTRAL] Patient is [PII], born [PII].
[AGENT][NEUTRAL] Calling to verify benefits eligibility, this member's policy has been active since [PII] and it's currently active. And what is the place of service inpatient, outpatient, office visit?
[CUSTOMER][NEUTRAL] Outpatient hospital, please.
[AGENT][NEUTRAL] The member has outpatient benefits of $500 per occurrence, and this is not a guaranteed benefit just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, so $500 per calendar day?
[AGENT][NEUTRAL] $500 per occurrence, meaning as in $500 per diagnosis, like for the same diagnosis, once every 90 days, up to $500 per 90 days.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] For 90 days.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, understood and I'm sorry I missed your name at the beginning of the call.
[AGENT][NEUTRAL] It's [PII]. Today's date is a reference, [PII] and can you spell your name?
[CUSTOMER][NEUTRAL] Yes, that is [PII]
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No, just that.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too, bye bye.