AccountId: 011433970860
ContactId: bd45ab82-18dd-42ff-b748-d9cef2739ae7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184809 ms
Total Talk Time (AGENT): 98838 ms
Total Talk Time (CUSTOMER): 49678 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/bd45ab82-18dd-42ff-b748-d9cef2739ae7_20250410T21:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm needing to get benefit information on a policy for a patient that's admitted to my facility.
[AGENT][NEUTRAL] OK, I can give you benefit information, Miss [PII]. Can I please get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] direct.
[AGENT][NEUTRAL] OK and then what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] The patient is at Baylor Scott and White Lake Point Medical Center in [PII].
[AGENT][NEUTRAL] Thank you. And then may I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] digit 3684.
[CUSTOMER][NEUTRAL] And that's 02606773.
[AGENT][NEUTRAL] OK, let me look at that policy real quick.
[AGENT][NEUTRAL] All right, I do show that [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] OK, what benefits does she have for inpatient hospital and this is actually related to maternity for delivery?
[AGENT][NEUTRAL] OK, alright, let me check that for you real quick. So this is just to verify her benefits. It's not a guarantee of payment. She has a supplemental insurance policy that helps with deductible, co-pay and co-insurance.
[AGENT][NEUTRAL] She has an inpatient calendar year benefit amount of $6850 for a hospital stay of 18 hours or more.
[AGENT][NEUTRAL] She has an outpatient calendar year benefit of $4000.
[AGENT][NEUTRAL] And uh it is for uh accident or sickness and pregnancy is considered sickness under this plan.
[AGENT][NEUTRAL] Let me see if she has anything.
[AGENT][NEUTRAL] What kind of facility is she going to? Is she going to inpatient hospital?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes, she would use that inpatient benefit then.
[CUSTOMER][NEUTRAL] OK, and no off would be required?
[AGENT][NEUTRAL] No ma'am, this is not the primary so it would not need an authorization.
[CUSTOMER][NEUTRAL] All right, and your last initial [PII]?
[AGENT][NEUTRAL] It's A.
[CUSTOMER][NEUTRAL] And is there a call reference number?
[AGENT][NEUTRAL] Yes, ma'am, you can use my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] That's it have a great day.
[AGENT][POSITIVE] You have a wonderful day too, and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.