AccountId: 011433970860
ContactId: da455fdb-bc3f-46f7-b017-10baf0f03f28
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196580 ms
Total Talk Time (AGENT): 62961 ms
Total Talk Time (CUSTOMER): 110850 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/da455fdb-bc3f-46f7-b017-10baf0f03f28_20250513T16:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII] from Baptist Health Walker uh Walker Hospital.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And uh I'm just calling to.
[AGENT][NEUTRAL] How are you doing today?
[CUSTOMER][POSITIVE] I am good thank you so much for asking uh I'm just calling to verify the benefits for our mutual patient.
[AGENT][NEUTRAL] [PII], I can help you with benefits. Um, do you have a good callback number?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Uh yes, it's 026-09441.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] And then are you.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. And looks like policies effective [PII].
[AGENT][NEUTRAL] Currently active. And what type of benefits were you needing? Is it outpatient hospital?
[CUSTOMER][NEUTRAL] Outpatient surgery hospital, yes.
[AGENT][NEUTRAL] It's not a guarantee of payment. It's a basic outline of the policy.
[AGENT][NEUTRAL] Get that pulled up, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Where
[CUSTOMER][NEUTRAL] And as far as your.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You have Blue Cross Blue Shield.
[AGENT][NEUTRAL] Um, so it looks like for surgery in a hospital, this policy pays $500 per day.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] A max of one day per calendar year.
[CUSTOMER][NEUTRAL] providers.
[CUSTOMER][NEUTRAL] We need to have the per day oh sorry max uh amounting what.
[AGENT][NEUTRAL] That's a maximum payout of $500 per calendar day.
[AGENT][NEUTRAL] And one day per year.
[CUSTOMER][NEUTRAL] One day per year.
[CUSTOMER][NEUTRAL] OK, and uh no like a specific amount for out of pocket or copay?
[AGENT][NEUTRAL] Um, this is like a hospital indemnity plan, so it's just, it's a very limited plan. So the benefit is that it will pay 500.
[CUSTOMER][NEUTRAL] 81.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] That's the maximum it will pay for outpatient surgery.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] There's not a co-pay or co-insurance pays a max of 500.
[CUSTOMER][NEUTRAL] Oh I see.
[CUSTOMER][NEUTRAL] providers.
[CUSTOMER][POSITIVE] And OK I think I got it all um thank you so much for your time, [PII].
[AGENT][NEUTRAL] OK, well thank you for calling APL. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Additional
[CUSTOMER][NEUTRAL] And then medical bills and I know.
[AGENT][POSITIVE] OK, thank you for calling. I hope you have a good day.
[CUSTOMER][NEUTRAL] Likewise bye bye.