AccountId: 011433970860
ContactId: 35e438a0-5f31-4b8f-844d-c7c4f58727fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193199 ms
Total Talk Time (AGENT): 78187 ms
Total Talk Time (CUSTOMER): 77269 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/35e438a0-5f31-4b8f-844d-c7c4f58727fa_20250410T17:52_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 just to see, uh, get a member's benefits that's scheduled for a procedure here with us.
[AGENT][POSITIVE] All right, [PII], I'm happy to check benefits. What's your policy number?
[CUSTOMER][NEUTRAL] Policy number. Oh, hold on just a second. My page just flipped over. Oh my goodness, my. Sorry about that. I come over here darn it over here.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK, it is 02483067 ML.
[CUSTOMER][NEUTRAL] 8.
[AGENT][NEUTRAL] Alright. Thank you, [PII]. And then do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah. Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And born on [PII].
[AGENT][NEUTRAL] All right. So patient is active. The effective date on here, [PII] is [PII]. We are the members secondary insurance, so this covers deductible, co-pay, and co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK, and um is it, how much do they have available to offset their cost for hospital outpatient surgery?
[AGENT][NEUTRAL] Uh, their outpatient benefit amount for the calendar year is going to be 1500.
[AGENT][NEUTRAL] And let me see what they've used one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh uh.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Year to date patient has used $1,126.48.
[CUSTOMER][NEUTRAL] And what's the amount they have available for use now?
[AGENT][NEUTRAL] Let me see here one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] My math skills aren't the greatest. Give me just a second.
[AGENT][NEUTRAL] Alright, so the remaining, the remaining balance is 373 52.
[CUSTOMER][NEUTRAL] I to join the club. Uh-huh.
[CUSTOMER][NEUTRAL] $373.52 remaining.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK perfect alright and then for the address for billing we have a [PII]. OK, perfect. OK, then your, your first name and the first is your last name and the call reference number for the call.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, call references my name, last initial and today's date. My name is [PII], that's [PII], then today's date.
[CUSTOMER][POSITIVE] Awesome thank you sir so much I appreciate your help you have a good day now.
[AGENT][POSITIVE] You're welcome, [PII]. You too. Bye-bye.
[CUSTOMER][POSITIVE] Thanks. Bye-bye.