AccountId: 011433970860
ContactId: 56369ecc-fdf3-4242-ba78-21da2f3ac082
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181039 ms
Total Talk Time (AGENT): 79076 ms
Total Talk Time (CUSTOMER): 79487 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/56369ecc-fdf3-4242-ba78-21da2f3ac082_20250522T21:02_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so I'm [PII] from Baptist Hospital. I'm calling in regards to a mutual patient and check eligibility and benefits.
[AGENT][POSITIVE] Sure, I can assist you with eligibility and benefits, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it would be [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it would be, give me 2 seconds, it would be um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Give me 2 seconds.
[CUSTOMER][NEUTRAL] Um, it will be 02597474 ML 8.
[AGENT][NEUTRAL] Thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, last name would be [PII] [PII], then first name would be [PII] and then the other first name would be [PII], then date of birth would be [PII].
[AGENT][NEUTRAL] OK, thank you. And Miss [PII], what type of service is being rendered for benefits? Is it inpatient or outpatient?
[CUSTOMER][NEUTRAL] So it would be for initially for outpatient um.
[CUSTOMER][NEUTRAL] The give me two secs, so this patient has a gap plan. I'm wondering um if it's still active and how much do they have and how much have they used.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, yeah, sure, I can assist you with that. And 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 one of our secondary supplemental plans to the major medical. We have an outpatient maximum of 4000 per covered person per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let me see how much they use.
[AGENT][NEUTRAL] OK, as of today for, um, let me add this together.
[AGENT][NEUTRAL] Uh, it looks like she already used all her 4000 benefit for outpatient. She only has the inpatient benefit, which is the 4000 as well, another 4000.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] Awesome, OK, um, that would be all, um.
[CUSTOMER][POSITIVE] Thank you so much. Can I get a reference number or is it just your name and today's date?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My name in today's date we don't have reference numbers is not enough.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so can I get this is just for verification purposes, but can I get the first initial of your last name?
[AGENT][NEUTRAL] Sure, that's [PII].
[CUSTOMER][POSITIVE] Awesome OK thank you that'll be all.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. You have a good day, Ms. [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][POSITIVE] Thank you