AccountId: 011433970860
ContactId: 8ff49a94-bfd4-48ad-ac6e-baaa0fd828dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206490 ms
Total Talk Time (AGENT): 91020 ms
Total Talk Time (CUSTOMER): 67900 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/8ff49a94-bfd4-48ad-ac6e-baaa0fd828dd_20250110T22:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] with OU Medical Center. I am trying to verify eligibility and benefits for a patient who's in to see us.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits, Ms. [PII]. 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 ma'am. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Her name is [PII] and they spell [PII]
[AGENT][NEUTRAL] OK. And then what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is the policy number, please?
[CUSTOMER][NEUTRAL] It is 00974225.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy.
[AGENT][NEUTRAL] And her effective date is.
[AGENT][NEUTRAL] As it's pulling in, it's taking a second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is [PII] looks like her birthday and.
[CUSTOMER][NEUTRAL] Ah, OK.
[AGENT][NEUTRAL] This is
[AGENT][NEUTRAL] To just to verify her coverage, it's not a guarantee of payment.
[AGENT][NEUTRAL] This is a supplemental insurance policy that's billed secondary to the primary. It's a gap insurance that helps with deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She has an inpatient benefit amount of $5000.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] With no deductible.
[AGENT][NEUTRAL] She has an outpatient benefit amount of $4000.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's per recurrence.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] All right, great.
[CUSTOMER][NEUTRAL] And I've got her Blue Cross Blue Shield policy that's gonna be the primary insurance, it sounds like, and this will be the supplement to it, OK.
[CUSTOMER][NEUTRAL] And then is there any kind of authorization or anything needed for this kind of policy?
[AGENT][NEUTRAL] No, ma'am, there isn't because we're not the major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All righty. Well, I think that's all I need to know then. Thank you. I appreciate your help.
[AGENT][POSITIVE] Well thank you for calling Ms. [PII]. I hope you have a wonderful weekend and we appreciate you contacting APL.
[CUSTOMER][POSITIVE] Thank you have a good weekend as well bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.