AccountId: 011433970860
ContactId: b33b2285-8f5a-4033-99f5-460e939a20fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132889 ms
Total Talk Time (AGENT): 67378 ms
Total Talk Time (CUSTOMER): 50534 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/b33b2285-8f5a-4033-99f5-460e939a20fe_20250507T16:29_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]. I'm calling you from Baptist Hospital. I need to get members, uh, benefits.
[AGENT][POSITIVE] Alright, [PII]. I'm happy to check on benefits. What's their policy number?
[CUSTOMER][NEUTRAL] I have here 02618586. M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] All right. Thank you for that. And then what is the patient's name and date of birth?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Perfect. So patient is active. Effective date on here is [PII]. We're the members secondary insurance, so this is gonna cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Uh, yeah, patients coming to the hospital this Friday for an outpatient surgery.
[AGENT][NEUTRAL] OK, so let me see what the.
[AGENT][NEUTRAL] The outpatient benefits on this are a max per calendar day, which is gonna be $250.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. And then just in case, can I also get the inpatient in case that they become inpatient I can put that in there.
[AGENT][NEUTRAL] Yeah, absolutely. So it looks like their inpatient benefit max um is per calendar year, so it's different and it looks like the benefit amount on that is 500.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, let me go ahead and relate this to the patient. Perfect. That's actually all the information I do need um do you have a reference number for our call?
[AGENT][NEUTRAL] Absolutely. Call reference would be my name with my last initial and then today's date. My name again is [PII], that's [PII], last initial [PII], and then today's date.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect thank you so much, [PII]. I hope you have a wonderful day.
[AGENT][NEUTRAL] You too, [PII]. Bye-bye.