AccountId: 011433970860
ContactId: ad8a1cae-fd54-48dd-ae43-38ae69bfe65f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181160 ms
Total Talk Time (AGENT): 73759 ms
Total Talk Time (CUSTOMER): 60477 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/ad8a1cae-fd54-48dd-ae43-38ae69bfe65f_20250602T17:31_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. How are you? I'm calling from uh.
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][POSITIVE] I'm pretty good. I'm calling from Baptist Health. I'm calling to check um eligibility uh for benefits for one of our members.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] That's [PII]
[AGENT][NEUTRAL] And how do you spell it? [PII]
[CUSTOMER][NEUTRAL] [PII] Mhm.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It is 02258741 M as in Mary, L as in love, 8.
[AGENT][NEUTRAL] Thank you [PII], hold on one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII], and you're needing benefits?
[CUSTOMER][NEUTRAL] Oh, yeah.
[AGENT][NEUTRAL] OK, I can help you with that. Is it for outpatient, inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Outpatient hospital setting.
[AGENT][NEUTRAL] OK. The effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment. This policy coordinates with the primary insurance.
[AGENT][NEUTRAL] Whatever the primary applies to their deductible copay or co-insurance will pay up to $1500 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what has she used so far?
[AGENT][NEUTRAL] Hold on just a moment. I'll check and see if she used anything.
[AGENT][NEUTRAL] OK, she has met her maximum for 2025.
[CUSTOMER][NEUTRAL] OK, so she used up all her 1500.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so it's been met so now she just has to pay everything out of pocket, right? She's not covered?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, perfect. What is um is there a reference number to this call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That's it. Thank you so much.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.