AccountId: 011433970860
ContactId: e0ddae7b-f09b-4bd8-a216-2ddd352d9082
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267890 ms
Total Talk Time (AGENT): 107891 ms
Total Talk Time (CUSTOMER): 83605 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/e0ddae7b-f09b-4bd8-a216-2ddd352d9082_20250417T21:34_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so my name is [PII]. Last name initial, [PII]. I'm calling in regards to this patient. I wanted to get their outpatient hospital benefit of the year.
[AGENT][POSITIVE] OK, sure, I can assist you with that patient benefits Miss [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what's the name of the facility that you're calling from?
[CUSTOMER][NEUTRAL] Baptist Outpatient Services.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, it's 131.
[CUSTOMER][NEUTRAL] 287
[CUSTOMER][NEUTRAL] 7, M as in Mary, L as in Lima, and the number 8.
[AGENT][NEUTRAL] OK. And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] OK. Um, let me see if I have a new policy. This one is terminated. Bear with me.
[AGENT][NEGATIVE] Um, I don't have a new policy for this member. This one terminated back in [PII].
[CUSTOMER][NEUTRAL] And they don't have any other active one.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, OK.
[CUSTOMER][NEUTRAL] OK, give me just one second, let me just document that here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so I have another patient if you can check for me as well.
[AGENT][NEUTRAL] OK, um, bear with me just a second. Let me go ahead and make a note on this.
[AGENT][NEUTRAL] You don't need any other information on this one?
[CUSTOMER][NEUTRAL] Uh, no, no other, um, uh, actually, I see here that
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, let me, oh no, I don't think this is you guys though.
[CUSTOMER][NEGATIVE] OK, yeah, I'm done with, I'm done with this patient here.
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, what's the next
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] in [PII] as in Lima, and the number 8.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. All right, and before I give you any benefit information, I need to let you know that this is not a guarantee of payment, the verification of coverage and that's just a disclaimer. And we have an effective date of [PII]. It is active at the moment and this is a secondary supplemental plan to the major medical.
[CUSTOMER][POSITIVE] Perfect. And can I have the outpatient hospital benefit of the year for this patient?
[AGENT][NEUTRAL] OK, you wanna know if they have, um, OK, bear with me.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so this one has a calendar year maximum of 2500 per per person per calendar year and let me see how much they use.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and as of today, he has not used his benefits. He still have the full amount available.
[CUSTOMER][POSITIVE] Perfect. So it's still remaining. OK. Perfect. So, can I have the reference number for this call, please?
[AGENT][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] We don't have a reference numbers you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, no, that's gonna be it. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Bye.