AccountId: 011433970860
ContactId: 3acfd107-6c3e-45a8-8179-f0a7275ff87e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134360 ms
Total Talk Time (AGENT): 72001 ms
Total Talk Time (CUSTOMER): 45493 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/3acfd107-6c3e-45a8-8179-f0a7275ff87e_20250107T17:22_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Hospital to check benefits on a patient.
[AGENT][POSITIVE] So yeah, it would be my pleasure to assist you with um benefits for a patient. What is a good callback number?
[CUSTOMER][NEUTRAL] Yeah, that would be [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] OK, that is 229-578-8. M for Mary, L for Larry, 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and date of birth is [PII].
[AGENT][POSITIVE] All right, thank you, and I can help you with that eligibility and benefit information.
[AGENT][NEUTRAL] I'm showing that the policy is active, effective date [PII], and this is a secondary policy to the major medical coverage.
[AGENT][NEUTRAL] Any specific benefits you're needing?
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Yeah, for hospital outpatient, how much is the yearly?
[AGENT][NEUTRAL] Mhm. He does.
[CUSTOMER][NEUTRAL] Right, you have
[AGENT][NEUTRAL] And while it has a calendar year max of $3500 per calendar year.
[AGENT][NEUTRAL] And that is a verification of coverage, not a guarantee of payment.
[AGENT][NEUTRAL] And that is a per calendar year benefit.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] OK great and do you have a reference number for this call?
[AGENT][NEUTRAL] Reference number is my name and today's date, and I spell my name [PII]
[AGENT][NEUTRAL] First initial last name, [PII].
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that would be all. Thank you so much, [PII]. You have a great happy New Year.
[AGENT][POSITIVE] I hope you do too, say thank you for calling APL. You take care and stay warm.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Mhm