AccountId: 011433970860
ContactId: 5d8620ae-caa0-49df-8840-e8f4adbb6b5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133619 ms
Total Talk Time (AGENT): 65688 ms
Total Talk Time (CUSTOMER): 46978 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/5d8620ae-caa0-49df-8840-e8f4adbb6b5b_20250221T20:15_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Good afternoon [PII]. I'm [PII] from Baptist Hospital. I'm calling a rescue mutual patient to check eligibility and benefits.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility, and I apologize, your name is again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 01611724 ML 8.
[AGENT][POSITIVE] Thank you, give me one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Last name will be [PII], first name [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] OK, uh, showing her effective date is [PII]. Policy is active, and what benefits are needing for this patient?
[CUSTOMER][NEUTRAL] So, I see that this patient has a gap plan. I was wondering how much do they have and how much have they accumulated?
[AGENT][NEUTRAL] Well it it secondary supplemental policy, but um, is this for outpatient in hospital?
[CUSTOMER][NEUTRAL] Outpatient, outpatient hospital, yes.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just a verification of coverage, uh, with this policy as secondary, we help with primary insurance deductible, co-pay or co-insurance, and the patient has a benefit max up to 1500 per calendar year, and they have not used that amount, so it is available.
[CUSTOMER][POSITIVE] Awesome. Can I get a reference number?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] Awesome. OK, that'll be all. Thank you.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APM Ms. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] All right. You too. Bye-bye.
[AGENT][NEUTRAL] Bye.