AccountId: 011433970860
ContactId: 7c38bad2-4cd2-44ec-bab5-6731a3e43a0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181699 ms
Total Talk Time (AGENT): 79469 ms
Total Talk Time (CUSTOMER): 76610 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/7c38bad2-4cd2-44ec-bab5-6731a3e43a0c_20250121T18:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, I'm calling from Miami Cancer Institute of Baptist Health of South Florida. I was wondering if you can help me um see if a patient is active with you all.
[AGENT][NEUTRAL] I can assist you today with eligibility. May I have your name please?
[CUSTOMER][NEUTRAL] My name is [PII]. That's [PII].
[AGENT][NEUTRAL] Alright, be, can I have a callback number?
[CUSTOMER][NEUTRAL] Uh yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, sorry, give me a 2nd. [PII].
[CUSTOMER][NEUTRAL] [PII]. That's my direct line.
[AGENT][NEUTRAL] May I have the policy number of the member you're calling about today?
[CUSTOMER][NEUTRAL] Yes, it's 0200.
[CUSTOMER][NEUTRAL] 3486.
[CUSTOMER][NEUTRAL] M as in monkey, L as in lemon, and the number 8.
[AGENT][NEUTRAL] May I have you verify the member's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you so much for verifying that information. Today you're calling in for claims, uh, not claim status eligibility. This member is currently active with an effective date of [PII]. This is a supplemental policy where we will cover co-payments, co-insurance and deductibles if the member major medical leaves patient responsibility. Is there anything else I can verify for you today?
[CUSTOMER][NEUTRAL] Of
[CUSTOMER][NEUTRAL] No, thank you so much. So basically, um, you guys will cover the patient's co-insurance, right, and deductible?
[AGENT][NEUTRAL] Co-payments, co-insurance, and deductible as long as the major medical leaves patient responsibility.
[CUSTOMER][NEUTRAL] OK. So the patient has to meet their deductible or out of pocket first?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] We will pay co-payments, cos insurance, and deductibles if major medical. So if they have Blue Cross and Blue Shield and Blue Cross and Blue Shield leaves a patient responsibility of $25 for a deductible, as we will pay the co-payments coinsurance deductibles as long as they leave patient responsibility. If they not cover it, we won't cover it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. I really appreciate your help. Can, can I get your name or a reference number for the call?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] My name is [PII], the reference number will be my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. I really appreciate your help. Have a great day.
[AGENT][POSITIVE] Mhm. Thank you for calling APL. Have a great day. Bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.