AccountId: 011433970860
ContactId: 4636c59e-ad00-4e1d-9edc-337d689dc075
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166720 ms
Total Talk Time (AGENT): 78963 ms
Total Talk Time (CUSTOMER): 79008 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/4636c59e-ad00-4e1d-9edc-337d689dc075_20250303T23:30_UTC.wav
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[CUSTOMER][NEUTRAL] On Friday.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from um Baptist Hospital in [PII]. I needed to verify coverage on a patient please.
[AGENT][NEUTRAL] Sure, I can check out eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I have 02565825.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the insured, please?
[CUSTOMER][NEUTRAL] Uh, the name is [PII]. He has a middle initial [PII]. Last name is [PII]. Date of birth [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that [PII]. So this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Does he have any outpatient benefits available to him?
[AGENT][NEUTRAL] Let me check that and of course I will let you know verification of coverage is not a guarantee of payment for claims uh let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So his outpatient benefit is $8500 max per calendar year and then if you'll give me one moment I'll see if any of that has been used.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, OK.
[AGENT][NEUTRAL] OK, so none has been used so far this year.
[CUSTOMER][NEUTRAL] How much was this outpatient benefit again?
[AGENT][NEUTRAL] $8500 per calendar year.
[CUSTOMER][POSITIVE] Oh OK, that's pretty good per calendar year. OK, that's great. I'm sure he'd be happy to hear that because he just provided us with this, uh, new policy. Yeah, no, definitely, because I'll tell you with his major medical, his, uh, primary insurance, he's got a deductible of $6000 and he hasn't met any of it so yeah, so I told him it's a good thing you have.
[AGENT][POSITIVE] Yeah definitely help.
[AGENT][NEUTRAL] Deductibles?
[AGENT][POSITIVE] Yikes. I um, yeah, this will definitely help.
[AGENT][POSITIVE] No kidding.
[CUSTOMER][POSITIVE] Yeah, yeah, yeah, it's crazy, so he's gonna be happy. Great what yeah, what's your name again?
[AGENT][NEUTRAL] It really is.
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] It's [PII] Now was there anything else I could do to help, [PII]?
[CUSTOMER][POSITIVE] That's it, [PII]. Thank you so much. No reference number for today, just your name.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, it would be my first name, last initial, and today's date, um, so my last initial is [PII]
[CUSTOMER][POSITIVE] OK, [PII], thank you so much.
[AGENT][POSITIVE] Oh, you're very welcome. Thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.