AccountId: 011433970860
ContactId: 45b95584-12bc-4214-8871-845be78e96c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188529 ms
Total Talk Time (AGENT): 78078 ms
Total Talk Time (CUSTOMER): 86217 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=3.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/45b95584-12bc-4214-8871-845be78e96c7_20250508T17:58_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 afternoon, [PII]. I was wondering if you could assist me in verifying if a patient currently has uh an account with APL.
[AGENT][NEUTRAL] Yes ma'am, I can um verify eligibility for you. Can I please get your name and your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Sure. My name is [PII]. Last name [PII]. My callback number is [PII], and I'm calling on behalf of West Kendal Baptist Hospital.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The patient's name is [PII]. Date of birth [PII], and the policy number that I have here on file is 01611790, the letter M, the letter L, and the number 8.
[AGENT][NEUTRAL] OK, let me look up [PII]'s policy real quick. I do show that he does have an active policy. The effective date of the policy is [PII], and it's current.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. [PII]. Perfect. Would you be able to tell me, [PII], if with this policy that he has, um, if there's like an outpatient annual amount that is used to assist with any co-payments?
[AGENT][NEUTRAL] Yes ma'am, and this is just to verify his benefits. It's not a guarantee of payment. He does have an outpatient calendar year benefit amount of $1500 to go towards deductible, co-pay, or co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect. Has he used any of it as of today?
[AGENT][NEUTRAL] Let me check for you real quick.
[AGENT][NEUTRAL] He has used.
[AGENT][NEUTRAL] $566.13.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much, [PII]. I really appreciate all of your help. Um, may I please have the, may I please have the first letter to your last name as well as the reference number for this call?
[AGENT][POSITIVE] You're so very welcome.
[AGENT][NEUTRAL] Yes, ma'am. My last name letter is [PII] and you can use my name and today's date for your reference.
[CUSTOMER][POSITIVE] Perfect thank you so much. I really do appreciate all of your help.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is that everything I can help you with before we go?
[CUSTOMER][POSITIVE] Yes, you've answered all of my questions.
[AGENT][POSITIVE] OK, well you have a wonderful day and thank you for calling APL ma'am.
[CUSTOMER][POSITIVE] You as well. Thank you so much. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.
[AGENT][POSITIVE] You're welcome.