AccountId: 011433970860
ContactId: 9425a490-c31d-4d20-a470-0fcf7025644b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150160 ms
Total Talk Time (AGENT): 91053 ms
Total Talk Time (CUSTOMER): 44973 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/9425a490-c31d-4d20-a470-0fcf7025644b_20250527T14:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist Memorial Hospital. I just need to check eligibility and benefits on a patient.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, I can check eligibility and benefits for you. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] 00982524
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, appreciate your patience. Uh, so this policy is active, uh, effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and we we needing to look at inpatient or outpatient benefits for this member?
[CUSTOMER][NEUTRAL] It's inpatient, so is it like a plan F or G or something like that or?
[AGENT][NEUTRAL] No, so at this point it is a bit different, um, so it is very dependent on major medical as long as they're willing to pay this policy can if they're not, then this policy can't, and they do have a specific uh benefit amount payable per calendar year or uh current, um, let me see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What this one operates on, I believe this one is per calendar year and you did say inpatient correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims. Uh, inpatient benefit is $2500 per calendar year.
[CUSTOMER][NEUTRAL] That's what you'll pay for inpatient or that's what the patient so does the patient have a copay or anything with you?
[AGENT][POSITIVE] Correct, correct, towards uh.
[AGENT][NEUTRAL] No ma'am, not for this policy.
[CUSTOMER][POSITIVE] OK, that's what I needed thank you very much so it just follows the the other plan.
[AGENT][NEUTRAL] All right. Of course.
[AGENT][POSITIVE] Major medical, that's correct.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Alright well thanks for giving us a call, [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] I hope you do as well, thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.