AccountId: 011433970860
ContactId: 66ea60bf-47aa-4f2f-b33d-f77d4c6d35c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158220 ms
Total Talk Time (AGENT): 63896 ms
Total Talk Time (CUSTOMER): 62029 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/66ea60bf-47aa-4f2f-b33d-f77d4c6d35c7_20250306T16:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. I'm calling from Baptist Hospital, and I wanted to uh verify a patient if they're active with you.
[AGENT][POSITIVE] OK, I'm happy to check on eligibility for you today. Do we have their policy number?
[CUSTOMER][NEUTRAL] Uh yes. I'm showing 1337111, the letter M for Mary.
[CUSTOMER][NEUTRAL] L for Larry and number 8.
[AGENT][POSITIVE] All right, thank you so much. Let me pull that up here.
[CUSTOMER][NEUTRAL] No. OK, thank you.
[AGENT][NEUTRAL] And if I could grab your first name, please?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]
[AGENT][NEUTRAL] Thank you, [PII]. All right. And then what is the uh patient name and date of birth?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I am showing [PII] and date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So the patient is active. The effective date on this plan is [PII]. We're the members secondary insurance, so this is going to cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK. Um, so this, uh, the, how, do you have the, the amount of the coverage or?
[AGENT][NEUTRAL] Yeah, let's take a look, um.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] So for outpatient, their benefit max for the calendar year is 2500.
[CUSTOMER][NEUTRAL] OK. And have they met anything so far? I'm so sorry. Go ahead.
[AGENT][NEUTRAL] And the
[AGENT][NEUTRAL] Uh, no, that's OK. Let's take a look.
[AGENT][NEUTRAL] Uh, looks like the patient has the full amount still to use.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK, let's see here. Now, [PII], may I ask, may I use your name as reference or do you happen to have a reference number for me?
[AGENT][NEUTRAL] Yeah, call reference is actually my name with my last initial than today's date. My name again is [PII], last initial [PII] and today's date.
[CUSTOMER][POSITIVE] In today's date. Perfect. Thank you so very much for your help. I really appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] You as well. Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] OK.