AccountId: 011433970860
ContactId: 3ec709b6-c804-4783-b8e0-7bdcd5129718
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190210 ms
Total Talk Time (AGENT): 83787 ms
Total Talk Time (CUSTOMER): 63550 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/3ec709b6-c804-4783-b8e0-7bdcd5129718_20250214T20:20_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, my name is [PII]. I'm calling from Baptist Hospital. I wanted to see if you could help me verify a policy for a patient.
[AGENT][POSITIVE] Yeah, sure, I can assist you with eligibility and benefits, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, [PII] hold on.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 122
[CUSTOMER][NEUTRAL] 7638 ML 8.
[AGENT][POSITIVE] OK thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, I don't know how to say it, so I'll rather spell it.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] It's uh hold on I I kind of got confused right now.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, it says insured is [PII] and then the first name I think or the last name [PII]
[AGENT][NEUTRAL] What's the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. um B 2172 that um I see that date of birth under another member.
[AGENT][NEUTRAL] Can you verify that for me?
[CUSTOMER][NEUTRAL] I think they might have, I think they might have given.
[CUSTOMER][NEUTRAL] Like, I don't know if it's like a family plan, but my patient's name is [PII].
[AGENT][NEUTRAL] OK, so yeah, OK, that's it. All right. Thank you. And let's see, so you need eligibility and benefits, is that correct? Outpatient benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[AGENT][NEUTRAL] And with this one, we have an outpatient maximum of 1500 per covered person per calendar year, and this one does not cover office or office treatment. It's only for outpatient facilities.
[CUSTOMER][NEUTRAL] Perfect. OK. So, I don't need anything else. And then it would be your first name and the today's date for a reference number, correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. I appreciate that. I hope you have a good rest of your day.
[AGENT][POSITIVE] You also so alright then thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye.