AccountId: 011433970860
ContactId: bdc7b0f4-f940-4f86-8119-4576435ac3a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99040 ms
Total Talk Time (AGENT): 46809 ms
Total Talk Time (CUSTOMER): 34411 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/bdc7b0f4-f940-4f86-8119-4576435ac3a7_20250409T17:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon. I'm calling from Baptist Hospital to check patient eligibility, please.
[AGENT][POSITIVE] All right. I'm happy to check on the eligibility. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, I have 1075683.
[AGENT][POSITIVE] Thank you for that. And then if I could grab your first name and a callback number, please?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And then [PII], what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII], born [PII].
[AGENT][NEUTRAL] Thank you for that. So, patient is active. Their effective date on the policy is [PII]. We are at the secondary insurance, so this does cover deductible, co-pay, and co-insurance. The primary does not.
[CUSTOMER][POSITIVE] OK, perfect. And uh what is her outpatient benefit, please?
[AGENT][NEUTRAL] Uh, let's see here, one moment.
[AGENT][NEUTRAL] Uh, this patient's plan has an outpatient benefit amount per occurrence, and that amount is $500.
[CUSTOMER][NEUTRAL] OK perfect sounds good and you said your name is [PII]?
[AGENT][POSITIVE] That is correct, yes ma'am.
[CUSTOMER][POSITIVE] Alrighty, uh, thank you so much for your help today.
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye