AccountId: 011433970860
ContactId: dd3e267b-c9a7-4371-83dd-084b034db82c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184440 ms
Total Talk Time (AGENT): 67904 ms
Total Talk Time (CUSTOMER): 77817 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/dd3e267b-c9a7-4371-83dd-084b034db82c_20250305T18:48_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII], and I'm calling from Palmetto General Hospital at the Women's Center. I'd like to know the eligibility of a patient that's here right now.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And extension [PII].
[AGENT][NEUTRAL] OK, and do you have the policy number?
[CUSTOMER][POSITIVE] Yes I do um.
[CUSTOMER][NEUTRAL] No, OK, for outpatient hospital 02059449 M as in Mary, L as in Larry.
[CUSTOMER][NEUTRAL] 8.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][POSITIVE] Mhm thank you.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] The patient's name is [PII]
[AGENT][NEUTRAL] And what's his date of birth?
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII] so [PII] yeah [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing eligibility?
[CUSTOMER][NEUTRAL] I'm sorry I just dropped my phone. I'm sorry.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] And you were just needing benefits.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] OK, I can help you with that. Is it for outpatient, inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For the um X-ray.
[CUSTOMER][NEUTRAL] Radilogy.
[AGENT][NEUTRAL] OK, the effective date is [PII]. Any benefits given over the phone is not a guarantee of payment. This policy coordinates with the primary insurance.
[AGENT][NEUTRAL] Whatever the primary applies to their deductible, co-pay, or co-insurance only, we'll pay up to $4000 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, is there a balance now at this moment?
[AGENT][NEUTRAL] Hold on just a moment, I'll check and see if they've used anything.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] He has not used anything for this year.
[CUSTOMER][NEUTRAL] OK, perfect. OK, can I have a reference number please?
[AGENT][NEUTRAL] We do not have reference numbers you can use my name in today's date.
[CUSTOMER][NEUTRAL] OK, your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And [PII] and the first initial last name?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, great. Thank you so much, [PII]. You have a wonderful day.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You as well.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm bye bye.