AccountId: 011433970860
ContactId: d5b36756-3faf-468b-b086-3ea7f51cdef0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148350 ms
Total Talk Time (AGENT): 72699 ms
Total Talk Time (CUSTOMER): 41819 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/d5b36756-3faf-468b-b086-3ea7f51cdef0_20250221T15:59_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, yes, I'm calling from Baptist Hospital in [PII]. My name is [PII]. I'm just calling to see if a patient is currently active with you guys.
[AGENT][NEUTRAL] Sure, I can assist you with eligibility, Mr. [PII] or Ms. [PII]. Um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 2502546
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, uh, their name is.
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And um let's see, so you just need eligibility today. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][NEUTRAL] And what does this plan cover?
[AGENT][NEUTRAL] OK, um, let me go ahead and give you, uh, do you need inpatient or outpatient service benefits?
[CUSTOMER][NEUTRAL] Uh, uh, inpatient, outpatient, my bad, outpatient.
[AGENT][NEUTRAL] OK, it's OK, no problem. This is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer. And with this one, we have a calendar year maximum of 2500 per covered person per calendar year for any outpatient service.
[AGENT][NEUTRAL] And in the hospital or outpatient facility.
[CUSTOMER][NEUTRAL] Uh, alright, alrighty, uh, what's your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. Last initial is [PII].
[CUSTOMER][NEUTRAL] And what would be the reference number for this call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name into the state if you will. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that'll be it thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] You too
[AGENT][POSITIVE] Thank you. OK.