AccountId: 011433970860
ContactId: cd667d71-ac0e-4549-a25b-285cdd062744
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213220 ms
Total Talk Time (AGENT): 93477 ms
Total Talk Time (CUSTOMER): 85796 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/cd667d71-ac0e-4549-a25b-285cdd062744_20250325T15:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good afternoon, [PII]. My name is [PII] and I'm calling from Baptist Hospital. I was wondering if you can assist me with the eligibility for a patient.
[AGENT][NEUTRAL] Yes, Ms. [PII], I can help you with eligibility. Can you please give me your callback number?
[CUSTOMER][NEUTRAL] Yes, of course. It is [PII].
[AGENT][NEUTRAL] Thank you. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK. Uh, policy number is
[CUSTOMER][NEUTRAL] Give me a second here. It is 001659400 letter M for Mary, L for Larry, number 8. And uh name of the person is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK, let me pull up that policy real quick for us.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] You're welcome. OK, I do show that [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And may I ask, um,
[CUSTOMER][NEUTRAL] Uh, how much does she have for coverage and how much has she used for it?
[AGENT][NEUTRAL] OK, and this is just to verify her benefits. It's not a guarantee of payment. She has um for inpatient, $7900 per calendar year to go towards deductible, co-pay or co-insurance and then for outpatients, she also has the same amount, $7900.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And let me check as far as anything used this year.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] She has exhausted her outpatient benefit.
[CUSTOMER][NEUTRAL] She has, so it's, she's above the 77,900.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. What is the total amount?
[AGENT][NEUTRAL] Well, she's at, wait a minute, let me tell you what she's used.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I, I, I might have jumped the guns saying she exhausted it. She's got like 7, let me check.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] She might have maybe $100 left. Let me look real quick.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, she's used $7840.
[CUSTOMER][POSITIVE] Oh, OK. Perfect. Um,
[CUSTOMER][NEUTRAL] All right, Ms. [PII], would you happen to have a reference number for me or can I just use your name as reference?
[AGENT][NEUTRAL] You can use my name and today's date.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] In today's date? OK, perfect. Thank you so very much for your help. I really appreciate it.
[AGENT][POSITIVE] Well, we appreciate you. Thank you so much for calling, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] No, that was it. Thank you so very much. You have a nice day.
[AGENT][POSITIVE] You too, Ms. [PII]. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you so much. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.