AccountId: 011433970860
ContactId: e2fb3f2d-7e33-4a6e-b653-c402530c8232
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148360 ms
Total Talk Time (AGENT): 71657 ms
Total Talk Time (CUSTOMER): 35777 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/e2fb3f2d-7e33-4a6e-b653-c402530c8232_20250515T18:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon. I'm calling from Baptist Health to check patient eligibility and benefits, please.
[AGENT][NEUTRAL] OK, I could check eligibility and benefits for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] OK. Thank you. And then do you have the uh policy number?
[CUSTOMER][NEUTRAL] Yes, I have 02519622.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] First name is [PII], last name [PII], born [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. So this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] And this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays. And we're needing to look at inpatient or outpatient benefits for this number.
[CUSTOMER][NEUTRAL] Outpatient please.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims that uh outpatient benefit is $5000 max per calendar year. If you'll give me one moment, I'll see if any of that has been used.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, one moment. It does look like he's used a bit.
[AGENT][NEUTRAL] OK, so it does look like he met that maximum for this calendar year.
[CUSTOMER][NEUTRAL] OK, understood um and you said your name is [PII]?
[AGENT][NEUTRAL] Yes, uh, [PII]. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that's gonna be it. Thanks so much for your help today.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.