AccountId: 011433970860
ContactId: 4333eaa0-f22a-412e-8004-4e8cd7b6bedc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216500 ms
Total Talk Time (AGENT): 80870 ms
Total Talk Time (CUSTOMER): 40802 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/4333eaa0-f22a-412e-8004-4e8cd7b6bedc_20250305T14:28_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. I'm calling from Baptist Hospital. I need to verify eligibility and benefits for a patient.
[AGENT][POSITIVE] I'm sure, [PII] I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] 2603933.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth, [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I need to verify how much the patient has per year for outpatient hospital and how much has been used, please.
[AGENT][NEUTRAL] OK. For outpatient, let's see.
[AGENT][NEUTRAL] OK, one moment please. I'm waiting on my system.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and please verify the patient's name and date of birth one more time.
[CUSTOMER][NEUTRAL] It is uh [PII].
[CUSTOMER][NEUTRAL] [PII]. Date of birth, [PII].
[AGENT][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 3000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[AGENT][NEUTRAL] And let's see, has she used any? One moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, no, she hasn't used any. The full 3000 is available.
[CUSTOMER][NEUTRAL] OK, can you please give me the reference number for this call?
[AGENT][NEUTRAL] So the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] and my last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, thank you very much. Have a good day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] I