AccountId: 011433970860
ContactId: 64096530-6aa3-4a41-9d13-ac2fcac02962
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175009 ms
Total Talk Time (AGENT): 59655 ms
Total Talk Time (CUSTOMER): 58969 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/64096530-6aa3-4a41-9d13-ac2fcac02962_20250515T16:51_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII], my name is [PII], and I'm calling uh from Grandstrand, uh, Hospital. I'm trying to verify eligibility and benefits for patients.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits, and I missed your name. What was that?
[CUSTOMER][NEUTRAL] We send that
[AGENT][POSITIVE] [PII], OK, thank you.
[AGENT][NEUTRAL] And do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] I do. It is 02506178.
[AGENT][NEUTRAL] And what was the patient name and date of birth?
[CUSTOMER][NEUTRAL] OK. The patient is uh [PII]. Uh, let's see, date of birth.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, it looks like the policy is effective [PII]. It's currently active.
[AGENT][NEUTRAL] And do you need like um outpatient hospital benefits?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] OK. It's not a guarantee of payment, basic outline of the policy.
[AGENT][NEUTRAL] Uh, let's get that pulled up.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so for their outpatient benefit, it's $4750 per covered person per calendar year payable.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it looks like, let's see, they do have a deductible.
[AGENT][NEUTRAL] Of 3000.
[CUSTOMER][NEUTRAL] OK, and has anything of that 3000 been met yet?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEGATIVE] Uh, it doesn't look like anything's been met.
[CUSTOMER][NEUTRAL] OK, let me see where I'm at and um you pay at uh 100% after the 3000 up to the 4750.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and what was your name again?
[AGENT][NEUTRAL] Uh, my name is [PII], first initial to last name, [PII]. And anything else I can help with, [PII]?
[CUSTOMER][POSITIVE] No, that's all I needed, [PII]. Thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.