AccountId: 011433970860
ContactId: bd628176-4961-41c5-a301-2b3c724e16fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169259 ms
Total Talk Time (AGENT): 76611 ms
Total Talk Time (CUSTOMER): 58226 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/bd628176-4961-41c5-a301-2b3c724e16fc_20250205T18:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII]. I'm calling from Baptist Hospital.
[CUSTOMER][NEUTRAL] And I'm trying to verify insurance that we have here on file for one of our patients that were here a couple of days ago. I just wanna verify the activity.
[AGENT][NEUTRAL] OK, I can help you with um the benefits of the patient, [PII]. What is your callback number, sir, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, under [PII].
[AGENT][POSITIVE] OK. Thank you so much, sir.
[AGENT][NEUTRAL] And then what is the patient's name?
[CUSTOMER][NEUTRAL] First name is [PII] Last name, [PII]
[AGENT][NEUTRAL] Thank you. And then what's the patient's date of birth?
[CUSTOMER][NEUTRAL] Date of birth is under [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's policy number?
[CUSTOMER][NEUTRAL] Policy number is under 151.
[CUSTOMER][NEUTRAL] 659.
[CUSTOMER][NEUTRAL] 3, M as in Mary, L as in Larry, 8.
[AGENT][POSITIVE] OK, thank you so much. Let me pull that in real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're very welcome. OK, so looking at the patient's policy, I do show that she does have an active policy. Her effective date is [PII].
[AGENT][NEUTRAL] And this is a supplemental insurance policy that's billed secondary to the primary.
[AGENT][POSITIVE] It helps with deductible, co-pay and co-insurance.
[AGENT][NEUTRAL] Uh, the patient has an inpatient calendar year benefit, um, maximum of $3000.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And then she also has outpatient calendar year benefit maximum of $1450.
[CUSTOMER][POSITIVE] Alright, awesome.
[CUSTOMER][NEUTRAL] Perfect. Um, thank you. That's all the information I need for today because we also do have that primary which I had already verified. I just wanted to verify the insurance for secondary.
[AGENT][POSITIVE] Good deal. Good deal. OK, [PII], well, we appreciate you calling. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You as well, ma'am, have a good one.
[AGENT][POSITIVE] You're welcome thanks for calling APL.
[CUSTOMER][NEUTRAL] All right, bye bye now.
[AGENT][NEUTRAL] Bye-bye.