AccountId: 011433970860
ContactId: 98cb25f7-acd8-455a-93aa-8c4ab342624d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226380 ms
Total Talk Time (AGENT): 99478 ms
Total Talk Time (CUSTOMER): 90803 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/98cb25f7-acd8-455a-93aa-8c4ab342624d_20250113T21:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. I'm calling from Baptist Hospital in [PII], and I wanted to verify a patient of ours to see if they're active with you.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Of course. My name is [PII] And my number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] I am showing [PII].
[AGENT][NEUTRAL] Thank you. And what is [PII]'s policy number?
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] I'm showing 1648 7.
[AGENT][NEUTRAL] OK, that looks like a group number. Do you see an inpatient or an outpatient certification number?
[CUSTOMER][NEUTRAL] Let me see
[CUSTOMER][NEUTRAL] Hold on. Let me see here.
[AGENT][NEUTRAL] And if you do, either one would be good.
[CUSTOMER][NEUTRAL] Yes, I found that.
[CUSTOMER][NEUTRAL] Perfect. I, I'm showing the policy number. I'm showing uh 001788150. And then letters M as in Mary, L as in Larry, and number 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me go ahead and pull in her policy real quick for us.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us and her effective date is [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, perfect. Do they have um
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, any out of pocket or accumulation.
[AGENT][NEUTRAL] Let me check. This is, um, just to verify her coverage, it's not a guarantee of payment. She has a supplemental insurance policy that helps with deductible, co-pay or co-insurance. She has an inpatient benefit amount of $2000 per confinement, and then she also has an outpatient benefit per calendar day for outpatient of $250.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] $250? OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] For outpatient date then?
[AGENT][NEUTRAL] Yeah, per day.
[CUSTOMER][NEUTRAL] Oh, per day, OK.
[CUSTOMER][NEUTRAL] OK. Has she met any, any of, uh, from the [PII]?
[AGENT][NEUTRAL] Let me check for you real quick.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're so very welcome.
[AGENT][NEUTRAL] No ma'am, she has not used anything this year for [PII].
[CUSTOMER][POSITIVE] Perfect. Perfect. Now, um, to, do you, should I use your name as a reference or do you have a reference number for me?
[AGENT][NEUTRAL] You can use my name, um, you spell it [PII]
[AGENT][NEUTRAL] And then today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] [PII]. Perfect. Thank you so very much for your help. I really appreciate it.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a blessed rest of your day and we thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you so much. Have a nice afternoon.
[AGENT][NEUTRAL] Mhm. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye bye.