AccountId: 011433970860
ContactId: d68e9ebf-616a-4aa1-9bbb-2771d85d8be6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227440 ms
Total Talk Time (AGENT): 92639 ms
Total Talk Time (CUSTOMER): 82269 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/d68e9ebf-616a-4aa1-9bbb-2771d85d8be6_20250128T20:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Thank you for calling APL.
[CUSTOMER][NEUTRAL] Hello [PII]. [PII], can you hear me? Hi, uh, my name is, my name is [PII]. I'm calling from, I'm calling to, um, verify eligibility and benefits for patients.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yeah I can.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility and benefits. Can you please give me the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Yes, it's AdventHealth Orlando, also known as Advantage Health System Sun Belt?
[AGENT][NEUTRAL] OK, thank you and then what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is the patient's name?
[CUSTOMER][NEUTRAL] Pa's name is [PII].
[AGENT][NEUTRAL] And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] And [PII]'s policy number.
[CUSTOMER][NEUTRAL] Policy number is 02424882 M as in mom, L as in Larry 8.
[AGENT][NEUTRAL] OK, let me pull them in real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. His effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify his coverage. It's not a guarantee of payment. He has a supplemental insurance policy that is billed secondary to the primary. It helps with deductible, co-pay, and co-insurance. He has an inpatient benefit amount of $6000 per calendar year, and he also has an outpatient benefit amount of $6000 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so the outpatient is $6000 and has he made anything in the out?
[AGENT][NEUTRAL] Let me check for you.
[CUSTOMER][NEUTRAL] Patient.
[AGENT][NEGATIVE] Nothing has been used for the year of [PII].
[CUSTOMER][NEUTRAL] And then what's the copay for?
[CUSTOMER][NEUTRAL] Him since he has an out of pocket.
[AGENT][NEUTRAL] There is
[AGENT][POSITIVE] He doesn't have one this, right, this does help with um deductible, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] Oh, no copay.
[CUSTOMER][NEUTRAL] Oh, OK, so, so he's coming in for physical therapy, um, so since this is a secondary plan and there's no copay, it will just pay whatever his, uh, deductible, whatever his portion is for the for the for the primary insurance.
[AGENT][NEUTRAL] Right, for deductible, co-pay or co-insurance only.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, excuse me, and um.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You said [PII], right?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The first initial of your last name?
[AGENT][NEUTRAL] Is A
[CUSTOMER][NEUTRAL] And is there a reference number for this call?
[AGENT][POSITIVE] Yes ma'am, you can use my name in today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're very welcome, [PII]. You have a good rest of your week and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Mm bye-bye.