AccountId: 011433970860
ContactId: 4789607a-df03-4c1b-addc-9a8875edcb29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145449 ms
Total Talk Time (AGENT): 72758 ms
Total Talk Time (CUSTOMER): 53629 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/4789607a-df03-4c1b-addc-9a8875edcb29_20250115T18:21_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, hi, this is [PII] with Baptist Healthcare. I need to check eligibility for a patient, please.
[AGENT][NEUTRAL] Yes,
[AGENT][POSITIVE] Yeah, I'd love to help you with eligibility, Miss [PII], and let me see, my friend, do you mind if I grab a good call back number from you real quick?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] Wonderful. And what about a good policy number to look at today?
[CUSTOMER][NEUTRAL] Well, I have two different ones. I don't know which one is correct. I have 2288808.
[AGENT][NEUTRAL] OK, let me try that one real quick for you.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] And your patient's first and last name and date of birth, pretty please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Alright, perfect. This is her. 1 2nd.
[AGENT][NEUTRAL] She is current and active with us. It looks like she has an effective date of [PII].
[CUSTOMER][POSITIVE] OK perfect and.
[AGENT][NEUTRAL] Is there any other eligibility information you need?
[CUSTOMER][NEUTRAL] Um, actually she has a, a few appointments coming up. Um, she has an MRI and she also has a 2D echo outpatient hospital. Do you know if these would be covered services?
[AGENT][NEUTRAL] OK, yeah, let me take a look. So the policy she has with us is a limited hospital indemnity policy. I do wanna let you know any benefit information I give you over the phone would just be a verification of coverage and not a guarantee of payment.
[AGENT][NEUTRAL] Um, it does look like she has a diagnostic testing, um,
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Benefit on here it looks like she can use it once a year for up to $100 a visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, and then those, let's see, so $100 OK, so $100 per visit and that's it once per year, OK, alright, perfect, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Then can I get your name again and a reference number?
[AGENT][NEUTRAL] Oh, you betcha. My name is [PII], first initial, last name, um [PII] like boy, I'm sorry, I had to think about that for a second. And the reference number is just my name in today's date.
[CUSTOMER][POSITIVE] All right, perfect. Thank you so much for your help. You have a good day.
[AGENT][POSITIVE] Hey, my pleasure. You take care, Miss [PII], and you have a wonderful day as well.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][POSITIVE] Thanks, bye bye.