AccountId: 011433970860
ContactId: a6421ec9-a161-4dd8-8aa7-84cbd0310b3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137809 ms
Total Talk Time (AGENT): 84448 ms
Total Talk Time (CUSTOMER): 40580 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/a6421ec9-a161-4dd8-8aa7-84cbd0310b3b_20250127T17:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Thank you, [PII]. My name is [PII]. I'm calling from Baptist Hospital. I need to verify eligibility and benefits for the patient, please.
[AGENT][NEUTRAL] I can assist you with that, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] 01947531.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII], the [PII].
[AGENT][POSITIVE] Alright, thank you, and I can help you with eligibility and benefits for [PII].
[AGENT][NEUTRAL] I am showing that [PII]'s policy is active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] This is a secondary policy to his major medical coverage.
[AGENT][NEUTRAL] And were you needing specific benefits as well?
[CUSTOMER][NEUTRAL] It's for outpatient hospital, how much the patient has per year please and how much has been used.
[AGENT][NEUTRAL] Alright, I can help you with that. Now all benefits given over the phone is a verification of coverage, not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the calendar year max is $5000 that we can pay toward his deductible co-pay and coinsurance of the major medical.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And at this time in [PII] he has used $133 and I'm $33.23.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Um, can you please give me the record number for this call?
[AGENT][NEUTRAL] The reference number is my name and today's date, and I spell my name [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] First initial last name, [PII], and it's been a pleasure to assist you with the, with that uh benefit. Anything else I can help you with today?
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][POSITIVE] No, that's all. Thank you very much and have a good day.
[AGENT][POSITIVE] I hope you have a wonderful day as well, [PII]. Thank you for calling APL. Take care.
[CUSTOMER][NEUTRAL] Bye, bye.
[AGENT][NEUTRAL] Bye bye.