AccountId: 011433970860
ContactId: 4956d0d3-ad94-49cf-9951-1f986f09af65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136190 ms
Total Talk Time (AGENT): 64259 ms
Total Talk Time (CUSTOMER): 50809 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/4956d0d3-ad94-49cf-9951-1f986f09af65_20250303T15:12_UTC.wav
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[AGENT][POSITIVE] Good, excuse me. Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist Hospital. I'm calling in regards to a patient's appointment that they have with us tomorrow. I see here that they have, um, you guys as their secondary, and I just wanna know how much, um, how much they've used, how much they have left, um, the patient.
[CUSTOMER][NEUTRAL] The member ID is 022.
[CUSTOMER][NEUTRAL] 10578.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. I can verify benefits for you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. Yeah, I need the effective date the outpatient hospital amount, um, how much they've used and and if they need it all.
[AGENT][NEUTRAL] OK. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII]. She is active on the policy, and this is for outpatient. Is that correct?
[CUSTOMER][NEUTRAL] Yes, I'm so sorry. Can you repeat the last thing you said that, when was it effective?
[AGENT][NEUTRAL] [PII] and is active.
[CUSTOMER][POSITIVE] Yeah, and I need the, um, I'm so sorry, and the outpatient hospital amount.
[AGENT][NEUTRAL] Do you
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just a verification of coverage. With this policy as secondary, we do help with primary insurance, deductible, co-pay, and or co-insurance, and she has a benefit max up to 7500 per calendar year.
[AGENT][NEUTRAL] And I don't sure she's used any for this year, so it is available.
[CUSTOMER][NEUTRAL] OK, that's for the outpatient hospital amount?
[AGENT][NEUTRAL] That's for outpatient, yes, ma'am.
[CUSTOMER][NEUTRAL] Does it need it off?
[AGENT][NEUTRAL] Uh, prior authorization is not required.
[CUSTOMER][NEUTRAL] Alrighty, can I have your name please?
[AGENT][NEUTRAL] Uh yes, ma'am. It's [PII]
[CUSTOMER][POSITIVE] Alrighty thank you so much [PII].
[AGENT][POSITIVE] All right, you're welcome. Thank you for calling APL Ms. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too.