AccountId: 011433970860
ContactId: 468a2bdf-5354-4235-9fd5-015e0eb47ca2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169960 ms
Total Talk Time (AGENT): 85274 ms
Total Talk Time (CUSTOMER): 60187 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/468a2bdf-5354-4235-9fd5-015e0eb47ca2_20250313T16:11_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good afternoon. So, I'm [PII] from Baptist Hospital. I'm calling in regards to mutual patient to check uh the outpatient, uh, outpatient hospital benefit. I know that she has, he has a gap plan, and I'm wondering how, if it's active and how much have they used.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you need eligibility and benefits. OK, sure, I can assist you with that information. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 02295788.
[AGENT][NEUTRAL] OK, what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The name and date of birth, the last name [PII]. First name is [PII]. Date of birth [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] All right. And before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And we have an effective date of [PII]. It is active at the moment and this is a secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And let's see, we have an outpatient maximum of 3500 per covered person per calendar year. And let me see how much they use.
[AGENT][NEUTRAL] like he already assess his benefit. Let me double check.
[CUSTOMER][NEUTRAL] That's why I wanted to call because on my end it says that they met.
[AGENT][NEUTRAL] Yeah, it looks like he did.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Yeah, he did. He maxed out his benefit for [PII] mhm.
[CUSTOMER][POSITIVE] OK. Max it out. Awesome. OK. That will be all. Is there a reference number? Is it just your name and today's date?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My name in today's date.
[CUSTOMER][POSITIVE] Awesome, you said your name was [PII]?
[AGENT][NEUTRAL] So, [PII] last [PII]. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] Nope, that'll be all. Thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APR. Have a good day, Miss [PII].
[CUSTOMER][POSITIVE] You too. All righty. Bye-bye. Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye. You're welcome.