AccountId: 011433970860
ContactId: e3b35ae2-33de-45ae-ba99-a26b15eb268f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192369 ms
Total Talk Time (AGENT): 73999 ms
Total Talk Time (CUSTOMER): 68649 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/e3b35ae2-33de-45ae-ba99-a26b15eb268f_20250127T17:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Uh, good afternoon. Um, I'm calling from Baptist Hospital and I need to verify this policy to see if it's active.
[AGENT][NEUTRAL] OK, I can give you eligibility on a policy. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, my name is [PII], that's [PII]
[CUSTOMER][NEUTRAL] And my callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the patient's name?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] I mean, sorry, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is his policy number?
[CUSTOMER][NEUTRAL] 01871858
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lola, 8.
[AGENT][NEUTRAL] OK, I'm gonna pull that in for us real quick.
[AGENT][NEUTRAL] All right, I do show that he does have an active policy. His effective date is for [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. What's the benefit for hospital outpatient services?
[AGENT][NEUTRAL] OK, and this is just to.
[CUSTOMER][NEUTRAL] Let's say if he has.
[AGENT][NEUTRAL] Right, this is just to cover, uh, to, uh, give his coverage and is not a guarantee of payment. He has an inpatient benefit amount of $3000 per calendar year, and he also has an outpatient benefit amount of $3000 per calendar year.
[CUSTOMER][NEUTRAL] OK, tell me.
[CUSTOMER][NEUTRAL] OK. Is there any accumulation so far?
[AGENT][NEUTRAL] Let me look real quick.
[AGENT][NEUTRAL] No, nothing has been used for so far this year.
[CUSTOMER][NEUTRAL] OK. Can you tell me what's the group name on this policy?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, the group name is.
[AGENT][NEUTRAL] Latino Salud Incorporated.
[CUSTOMER][NEUTRAL] Latinos, what? I'm sorry?
[AGENT][NEUTRAL] Salud, S A L U D.
[CUSTOMER][NEUTRAL] Oh, OK, OK, OK, got it. All right, can I have your name or a reference number for this phone call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] in today's date.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] All right. And your initial for your last name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Alright, OK, thank you, [PII], have a great day.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][POSITIVE] You too, [PII] you have a good week. Thanks for calling APL. Bye bye.
[CUSTOMER][POSITIVE] Thank you.