AccountId: 011433970860
ContactId: 75b63d00-e3e6-4944-95b3-582306b96224
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165750 ms
Total Talk Time (AGENT): 62532 ms
Total Talk Time (CUSTOMER): 57835 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/75b63d00-e3e6-4944-95b3-582306b96224_20250205T21:53_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I am with um Baptist Health in South Miami Hospital. I wanna verify.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] American Pub Life for a patient.
[AGENT][POSITIVE] Oh, it would be, it would be my pleasure to assist you with that verification, [PII]. What is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It is 0247.
[CUSTOMER][NEUTRAL] 3049.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth, please, sir?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No spell it?
[AGENT][NEUTRAL] No, it's fine. I've got it. And what is the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] I can help you with eligibility. Are you needing benefits also?
[CUSTOMER][NEUTRAL] Um, just wanna know if, um, if it's active for the, because it's gonna be their secondary, so then I think you guys cover the co-payments and stuff.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] For the covered services. What, um, I'm showing that her policy is active with the effective date of [PII].
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] And we do cover the deductible, co-pay or co-insurance for inpatient and outpatient facilities.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Covers
[CUSTOMER][NEUTRAL] The dog.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And out of pocket, is that what you said?
[AGENT][NEUTRAL] Copay deductible or co-insurance for inpatient services and outpatient facility services.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, perfect.
[CUSTOMER][POSITIVE] Thank you. That is all I needed.
[AGENT][POSITIVE] Well, it's been a pleasure to assist you with that eligibility, [PII]. Thank you for calling APL. Hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you, bye bye.