AccountId: 011433970860
ContactId: 8dd22709-e086-4ac4-85b2-144048454780
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179029 ms
Total Talk Time (AGENT): 84615 ms
Total Talk Time (CUSTOMER): 59650 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/8dd22709-e086-4ac4-85b2-144048454780_20250414T20:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I'm calling from Baptize Outpatient Services in [PII].
[CUSTOMER][NEUTRAL] I just want to verify patient's eligibility and benefits.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with um the benefits and eligibility of the patient. Um, and you said you're with outpatient.
[AGENT][NEUTRAL] Baptist of Florida.
[CUSTOMER][NEUTRAL] Baptist Outpatient Services of Florida.
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], can I please get your callback number in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, of course, that's gonna be [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, that's going to be.
[CUSTOMER][NEUTRAL] [PII], and her policy number is 02464414, the letters M as in Mary, L as in Lima, and then the number 8.
[AGENT][NEUTRAL] OK. And then may I get her birthday, please?
[CUSTOMER][NEUTRAL] Yep. Date of birth is [PII].
[AGENT][NEUTRAL] OK, let me pull her up real quick.
[AGENT][NEUTRAL] Alright, I do show that Ms. [PII] does have an active policy. The effective date of the policy is [PII].
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. She has a supplemental insurance policy that's billed secondary to the primary. It helps with deductible, co-pay and co-insurance. She has an inpatient benefit amount of $4000 per calendar year, and then she also has an outpatient benefit amount of $4000 per calendar year.
[CUSTOMER][POSITIVE] OK, perfect. OK, so for the outpatient.
[CUSTOMER][NEUTRAL] For the outpatient maximum which is $4000 has he met anything from that?
[AGENT][NEUTRAL] Let me check for you.
[AGENT][NEUTRAL] No, ma'am. She's not used anything for the year of [PII].
[CUSTOMER][POSITIVE] OK, perfect. All [PII]. Thank you so much, [PII]. All I would need now is just a reference number for this call.
[AGENT][NEUTRAL] Yes ma'am. You can use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] All right [PII], thank you so much have a great day, enjoy the rest of your afternoon.
[AGENT][POSITIVE] You too. Thank you, Ms. [PII]. You have a wonderful day too, and thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.