AccountId: 011433970860
ContactId: 89d5c7ed-69a1-4112-a68c-783491326cd7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175059 ms
Total Talk Time (AGENT): 86068 ms
Total Talk Time (CUSTOMER): 61899 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/89d5c7ed-69a1-4112-a68c-783491326cd7_20250521T17:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from Baptist Outpatient Services to see AA Insurance.
[AGENT][POSITIVE] OK, I can help you with um eligibility and benefits for um a patient. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, um, my name is [PII]. Last name initial is [PII], and our callback number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, yes, the patient's name is [PII], and date of birth is [PII]. And policy number is 02444179 ML8.
[AGENT][POSITIVE] OK, thank you very much. Let me look up that policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I've got one pulled up.
[AGENT][NEUTRAL] May I please, um,
[AGENT][NEUTRAL] Have the data service and the charge amount for the claim?
[CUSTOMER][NEUTRAL] Um, let me see. The data service is [PII] for an MRI. I just wanted to see if the, the patient had any funds.
[CUSTOMER][NEUTRAL] That will cover the exam.
[AGENT][NEUTRAL] Oh, OK. So you just want the eligibility and the benefits, OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[AGENT][NEUTRAL] Hm. All right. OK. I do show that [PII] does have an active policy. His effective date is [PII].
[AGENT][NEUTRAL] And let me check to see if he's used any of his benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Nothing has been used for the year of [PII] for him.
[AGENT][NEUTRAL] Uh, and this is just to verify his coverage. It's not a guarantee of payment.
[AGENT][NEUTRAL] He has an inpatient calendar year benefit amount of $6000 and then he also has an outpatient calendar year benefit amount of $6000 to help with deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect, perfect. Sounds good thank you so much for all that um you guys don't give a reference number for the call, right?
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] Yes, you can use my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much have a nice day OK?
[AGENT][POSITIVE] You have a wonderful day too, Ms. [PII] and thank you for calling APL bye bye ma'am.
[CUSTOMER][POSITIVE] Thank you bye bye.