AccountId: 011433970860
ContactId: 40e59749-5635-4720-8f64-d9535dacc355
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201240 ms
Total Talk Time (AGENT): 84065 ms
Total Talk Time (CUSTOMER): 71416 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/40e59749-5635-4720-8f64-d9535dacc355_20250206T15:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII]. I'm calling from Baptist Hospital. Um, I would like to know the benefits for one of our patients.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with benefits. Can you please give me your callback number, ma'am, just in case our call is disconnected.
[CUSTOMER][POSITIVE] Uh, oh my God, I got this new extension, but to be honest with you, it's the same phone number that I'm calling you and I can give you my extensions.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's the same number that I'm calling you and my extension is um [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, thank you so much Miss [PII]. What is the patient's name?
[CUSTOMER][NEUTRAL] Uh the patient's name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much. And then what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what is his policy number?
[CUSTOMER][NEUTRAL] 02273805.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. His effective date is [PII].
[AGENT][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] And this is just to verify his coverage. It's not a guarantee of payment. He has a supplemental insurance policy that is billed secondary to the primary.
[AGENT][NEUTRAL] It helps with deductible, co-pay, and co-insurance. He has an inpatient benefit amount of $5000 per occurrence, and then he also has an outpatient per occurrence amount of $500.
[CUSTOMER][POSITIVE] $500 perfect, yeah, neither that the outpatient for an urgent care this area.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So he has a remaining balance of $500?
[AGENT][NEUTRAL] Let me check for his balance for you.
[CUSTOMER][NEUTRAL] The 500 is the 500 per calendar year.
[AGENT][NEUTRAL] He
[AGENT][NEUTRAL] Per occurrence.
[CUSTOMER][POSITIVE] OK, perfect. And the remaining balance?
[AGENT][NEUTRAL] He has not used anything for the year of [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] May I have a reference number?
[AGENT][NEUTRAL] Yes ma'am, um, you can use my name and today's date.
[CUSTOMER][NEUTRAL] Well what was your name again? I'm sorry.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Perfect, that's all I need. Thank you so much for your help. I really appreciate it.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] It's no problem at all, Ms. [PII]. You have a good rest of your day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye