AccountId: 011433970860
ContactId: ad4ef2a9-eb38-4edb-9e2b-1bf5e06afffa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140229 ms
Total Talk Time (AGENT): 49149 ms
Total Talk Time (CUSTOMER): 56768 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/ad4ef2a9-eb38-4edb-9e2b-1bf5e06afffa_20250515T13:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] from Baptist Hospital. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Good, thank you. I'm calling to see if I can borrow two minutes of your time. It's just to uh just to find out if um a patient uh has APL, um, they're coming in for surgery and I wanted to see if they, if they do uh what benefits they have.
[AGENT][POSITIVE] OK, yeah, I can help you with benefits, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It's area code [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And you have that policy number for that patient?
[CUSTOMER][NEUTRAL] It is 026.
[CUSTOMER][NEUTRAL] 10072.
[AGENT][NEUTRAL] And what was the patient name and date of birth?
[CUSTOMER][NEUTRAL] It's, the first name is [PII] Last name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, it looks like she's effective [PII]. She's currently active. This is not a guarantee of payment. It's a basic outline of the policy. Will this be for outpatient services?
[CUSTOMER][POSITIVE] Outpatient, yes, correct.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Uh, for their outpatient benefit, they have a benefit of $8500 per covered person per calendar year payable. This pays after primary insurance um processes the claim.
[CUSTOMER][NEUTRAL] Got you. And would you be able to tell me how much they have available to you?
[AGENT][NEUTRAL] Uh, it doesn't look like she's used anything at all this year.
[CUSTOMER][POSITIVE] Perfect. OK, hold on.
[CUSTOMER][NEUTRAL] All [PII]. Do you have a reference number?
[AGENT][NEUTRAL] A reference number is my first name and then first initial to last name, [PII], so [PII] and today's date. And anything else I can help with, [PII]?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too. Take care.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye.