AccountId: 011433970860
ContactId: d3291c19-6fb1-421c-b279-639d8d30e648
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138679 ms
Total Talk Time (AGENT): 66820 ms
Total Talk Time (CUSTOMER): 42452 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/d3291c19-6fb1-421c-b279-639d8d30e648_20250218T15:12_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. I'm calling from Baptist Health to check patient eligibility, please.
[AGENT][NEUTRAL] I can assist with that. May I have your name?
[CUSTOMER][NEUTRAL] Yes my name is [PII].
[AGENT][NEUTRAL] Thank you [PII] and your callback number if we are disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much and may I have the policy number please?
[CUSTOMER][NEUTRAL] Yes, I have 257-6738.
[AGENT][NEUTRAL] Thank you and let me just repeat that to you please [PII]. I have that as 257-6738.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is [PII], born [PII].
[AGENT][NEUTRAL] OK, thank you very much for the information and that member shows effective as of [PII] and this policy shows active as a supplemental medical. Would you need benefits for outpatient as well or only eligibility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, outpatient benefits please.
[AGENT][POSITIVE] OK, I can help you with that as well. One moment please.
[AGENT][NEUTRAL] Please note verification of benefits provided does not guarantee payment.
[AGENT][NEUTRAL] There's a max of $7150 for the calendar year. The member does have a deductible of $250 for outpatient services.
[CUSTOMER][NEUTRAL] OK, perfect. And has the deductible been met or anything accumulated towards the 7150?
[AGENT][NEUTRAL] OK, I can check that for you one moment please.
[AGENT][NEUTRAL] Nothing has been met or accumulated for this year.
[CUSTOMER][NEUTRAL] OK, understood. All [PII], and you said your name is [PII]?
[AGENT][NEUTRAL] Yes, and my last initial is [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much for your help today.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day and take care.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.