AccountId: 011433970860
ContactId: 752fe3b7-0c6c-4281-8a2e-87d476fc80f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172279 ms
Total Talk Time (AGENT): 86633 ms
Total Talk Time (CUSTOMER): 55317 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/752fe3b7-0c6c-4281-8a2e-87d476fc80f9_20250113T17:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII]. I'm calling from Baptist Memorial Hospital. I am checking on the eligibility of a patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the eligibility. Uh, can you please give me your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Thank you so much. Let me pull in that policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is the patient's name?
[CUSTOMER][NEUTRAL] Uh patient's name is [PII]
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] OK, and then what is Ms. [PII]'s policy number?
[CUSTOMER][NEUTRAL] It is 982-081.
[AGENT][NEUTRAL] OK, let me look her up.
[AGENT][NEUTRAL] OK, I do show that Ms. [PII] does have an active policy, and her effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and is, is there benefits with this or?
[AGENT][NEUTRAL] Yes, uh, this is just to verify coverage. It's not a guarantee of payment. This is a supplemental policy that is billed secondary to the primary. It's a gap insurance that helps with deductible, co-pay and co-insurance. So she has, if she goes inpatient more than 18 hours, she has an inpatient benefit amount of.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] $3500.
[AGENT][NEUTRAL] And she has an outpatient benefit amount of $2800 to go towards your deductible co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, so that means that um.
[CUSTOMER][NEUTRAL] Basically if it's an outpatient procedure y'all will pay $2800 correct?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Up to 2800, uh, right.
[CUSTOMER][NEUTRAL] Up to 28, OK.
[AGENT][NEUTRAL] Per calendar year.
[CUSTOMER][POSITIVE] Alright then per calendar year. OK, thank you so much that's what I needed to know.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, well thank you, Miss [PII]. You have a good week, uh, and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.