AccountId: 011433970860
ContactId: 40649aee-95ce-48df-9f11-8220a22ad817
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218220 ms
Total Talk Time (AGENT): 98293 ms
Total Talk Time (CUSTOMER): 70935 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/40649aee-95ce-48df-9f11-8220a22ad817_20250613T15:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, I'm calling um to get eligibility and benefits for our patients.
[AGENT][NEUTRAL] I can help you with eligibility and benefits. Uh, who am I speaking with?
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] [PII], I'm calling from West Kendall Baptist Hospital.
[AGENT][NEUTRAL] West Kindle Baptist Hospital?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, [PII], can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Of course [PII].
[AGENT][NEUTRAL] And do you have the policy number with you?
[CUSTOMER][POSITIVE] Uh, yes, I do, um, I, I have it whenever you're ready.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] OK, 01611589, M for Mary, L for Lima, H.
[AGENT][NEUTRAL] Alright, one moment.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Of course, [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much for verifying that with me.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Alright, it looks like this is her secondary gap insurance. Uh, the effective date is [PII].
[AGENT][NEUTRAL] And I will pull up her benefits. Uh, did you say you wanted outpatient or inpatient?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] It will be for outpatient hospital facility, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull up her documents real quick. Give me just a moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And this is just a verification of benefits and not a guarantee of payment. It looks like she has an outpatient benefit maximum of up to $1500 per calendar year.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] With a $0 outpatient deductible. Oh, go ahead.
[CUSTOMER][NEUTRAL] OK. Has she
[CUSTOMER][POSITIVE] No, no, no, no, keep going, don't worry.
[AGENT][NEUTRAL] OK, um, and you said it was for um.
[AGENT][NEUTRAL] For a surgery or?
[CUSTOMER][NEUTRAL] Uh, yes, she'll be having a surgical procedure.
[AGENT][NEUTRAL] OK. Uh, yes, it looks like it does cover um surgery in a hospital outpatient facility or freestanding outpatient surgery center. And then you were asking about benefits. It looks like
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Um, has she met anything for the year by chance?
[AGENT][NEUTRAL] It looks like she's only used um a little over 200 of those, $233 out of that 100, or out of that $1500.
[CUSTOMER][NEUTRAL] 23.
[CUSTOMER][NEUTRAL] Got it. OK.
[CUSTOMER][POSITIVE] Perfect, perfect.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, no, that, that was all the information I needed. Um, may I have your first name, please?
[AGENT][NEUTRAL] First name is [PII], last initial [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much, [PII]. I appreciate it. Do you guys by chance give uh reference numbers or no?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] So our reference number would just be my first name, last initial, and today's date.
[CUSTOMER][POSITIVE] Oh, OK, perfect, perfect, thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You as well thank you.