AccountId: 011433970860
ContactId: 4ea5fdf3-3d87-4680-97bc-2e336d71a32e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153330 ms
Total Talk Time (AGENT): 83813 ms
Total Talk Time (CUSTOMER): 42720 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=3.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/4ea5fdf3-3d87-4680-97bc-2e336d71a32e_20250414T15:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, good morning. I'm calling to get eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK, I can help you with the eligibility and benefits for a patient. Can I please get your name and your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] [PII], and it's Baptist Hospital of Miami, INC.
[AGENT][POSITIVE] Thank you very much and I.
[AGENT][NEUTRAL] And may I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] [PII]. Policy number is 1477480ML8.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] I do show that [PII] does have an active policy. Her effective date is [PII], and this is just to verify her benefits. It's not a guarantee of payment. She has a supplemental insurance policy that's billed secondary to the primary. This policy helps with deductible, co-pay and co-insurance.
[AGENT][NEUTRAL] She has an inpatient calendar year benefit amount of $4000 and then she also has an outpatient per calendar day benefit amount of $1000.
[CUSTOMER][NEUTRAL] OK, so it's per day, so there's no max on the plan for outpatient?
[AGENT][NEUTRAL] Right, right. Right, it's per, per day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got it and is authorization required?
[AGENT][NEUTRAL] No ma'am, this is the secondary, so it, it will not need authorization.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, can I just have your name and a reference number please?
[AGENT][NEUTRAL] Yes, ma'am. You can um use my name [PII], in today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] You're very welcome. You have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.