AccountId: 011433970860
ContactId: 586f871d-aedb-4723-adf0-24fd8abf3b65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203419 ms
Total Talk Time (AGENT): 85071 ms
Total Talk Time (CUSTOMER): 75302 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/586f871d-aedb-4723-adf0-24fd8abf3b65_20250328T16:07_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, uh, [PII], how are you? I'm calling from Baptist Hospital in [PII]. I need to get, um, I need to know if a patient is still active with you guys.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. So that's [PII]
[CUSTOMER][NEUTRAL] And callback number [PII]. That is my direct line.
[AGENT][NEUTRAL] Alrighty, and may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, give me one second. It is 02462268.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] M as in monkey, L as in lemon, the number 8.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it is uh [PII] [PII]. Last name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So this particular policy termed on [PII]?
[AGENT][NEUTRAL] But there is an active policy that became effective [PII].
[AGENT][NEUTRAL] And that policy number is 259.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 7474.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, I think it's this. OK, give me a second.
[CUSTOMER][NEUTRAL] So they are active, right? So you said 02597474.
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] OK, perfect. And how much do you guys cover up to?
[AGENT][NEUTRAL] Are you considered outpatient?
[CUSTOMER][NEUTRAL] Yes, we're outpatient.
[AGENT][NEUTRAL] Um, let me take a look at the benefits. Hold on one moment. So for outpatient, the policy will pay up to $4000 per person per calendar year.
[CUSTOMER][NEUTRAL] Uh, OK, $4000. Have they used anything towards that?
[AGENT][NEUTRAL] Um, hold on one moment, let me go to the active policy.
[AGENT][NEUTRAL] Um, she's just $59 so she has $3,941 left for the remaining uh remaining of the year.
[CUSTOMER][NEUTRAL] So I'm sorry, she is how much? 59?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Yes, she's used $59 of the 4000 max.
[AGENT][NEUTRAL] She has 3000
[CUSTOMER][NEUTRAL] OK, and remaining is
[AGENT][NEUTRAL] $3,941.
[CUSTOMER][NEUTRAL] 3,941.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And what was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And can I get a reference number for the call, [PII], please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much, [PII]. I hope you have a great weekend.
[AGENT][POSITIVE] Thank you, [PII]. You also, and thanks for calling APL. Was there anything else I can help with?
[CUSTOMER][POSITIVE] Thank you. No, thank you so much. I appreciate it. Have a good one.
[AGENT][POSITIVE] Alright, you're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.