AccountId: 011433970860
ContactId: 54d7b789-1269-429d-8bc3-dde71f53059e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141059 ms
Total Talk Time (AGENT): 74048 ms
Total Talk Time (CUSTOMER): 42607 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/54d7b789-1269-429d-8bc3-dde71f53059e_20250121T19:28_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, um, good afternoon, [PII]. My name is [PII]. I'm calling from Baptist Hospital and I'm calling to verify member eligibility and benefit.
[AGENT][NEUTRAL] OK, [PII], can I get a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII], can I get the policy number?
[CUSTOMER][NEUTRAL] 0234 0634 ML.
[AGENT][NEUTRAL] OK, thank you [PII], can you confirm the insured's name and date of birth for me?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you, and you said you're calling to confirm eligibility and benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I can definitely take a look. So it looks like he was effective with this 5123 and currently still active.
[AGENT][NEUTRAL] So will this be for outpatient or inpatient?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] Outpatient, is there a certain place of service?
[CUSTOMER][NEUTRAL] Uh, observation.
[AGENT][NEUTRAL] Observation, OK, so this will be a verification of benefits and not a guarantee of payment. Uh, give me just a second here.
[AGENT][NEUTRAL] So outpatient benefit maximum, the policy will pay $1000 per covered person per day for covered outpatient services. There's a $0 deductible.
[AGENT][NEUTRAL] Um, was he in the emergency room and then, I guess going into observation to be admitted?
[CUSTOMER][NEUTRAL] No, the patient is just an observation stay.
[AGENT][NEUTRAL] OK, um, so it's just gonna be $1000 per covered person per calendar day.
[CUSTOMER][NEUTRAL] OK. And do you happen to have a group name for this policy?
[AGENT][NEUTRAL] It's a Medlink um secondary supplemental policy.
[CUSTOMER][NEUTRAL] Oh, OK. And your name is with [PII] or K?
[AGENT][NEUTRAL] It's with a [PII] and ends with a [PII]
[CUSTOMER][POSITIVE] OK. Thank you, [PII].
[AGENT][POSITIVE] You're welcome. Is there anything else I can take a look at for you?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] OK, well thank you for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Alright bye bye.
[CUSTOMER][NEUTRAL] Bye.