AccountId: 011433970860
ContactId: e4fbbf62-af10-4585-9b07-03474a94415e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204500 ms
Total Talk Time (AGENT): 99430 ms
Total Talk Time (CUSTOMER): 58051 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/e4fbbf62-af10-4585-9b07-03474a94415e_20250327T14:57_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, um, I didn't catch your name. Can you say it one more time, sorry?
[AGENT][NEUTRAL] Sure. My name is [PII]. That's [PII]. Last initial [PII].
[CUSTOMER][NEUTRAL] [PII]. Alrighty, thank you. So my name is [PII] calling from Baptis Outpatient Services to check on patients eligibility.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it is 018.
[CUSTOMER][NEUTRAL] 13073.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, bear with me.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, the name is [PII].
[CUSTOMER][NEUTRAL] Helo Regio and the date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you, Mr. [PII]. Um, let me check and see if I have a different policy. This one is terminated. Bear with me.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, I do have a new one. Let me pull this 11 moment.
[AGENT][NEUTRAL] OK, let me start off by giving you the correct policy number. Let me know when you're ready.
[CUSTOMER][NEUTRAL] Mhm. Ready.
[AGENT][NEUTRAL] OK, the new policy number is 02.
[AGENT][NEUTRAL] 54
[AGENT][NEUTRAL] 9503.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][POSITIVE] OK, they're effective.
[CUSTOMER][NEUTRAL] And group number stays the same?
[AGENT][NEUTRAL] Um, I believe so. Let me check. Let's see.
[CUSTOMER][NEUTRAL] 16319 I have here.
[AGENT][NEUTRAL] Yes. Yes, that is correct. Mhm. The effective date on this one is [PII] and it is active at the moment. This is a secondary supplemental plan to the major medical.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Got you, yes. Um, do you have, um, the maximum and the remaining amount?
[AGENT][NEUTRAL] For outpatient or inpatient service?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer and let's see.
[AGENT][NEUTRAL] OK, so there's a $6000 maximum benefit and let me see how much they use. One moment.
[AGENT][NEUTRAL] As of today, she has not used her benefits. She still have the full amount available.
[CUSTOMER][NEUTRAL] So $6000 available.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Alrighty, perfect. So can I please get a reference number for this call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] I got you.
[CUSTOMER][POSITIVE] Alrighty, that'll be all for today then thank you.
[AGENT][POSITIVE] Mhm mhm. You're welcome and thank you for calling APO. Have a good day, Mr. [PII].
[CUSTOMER][POSITIVE] Of course you too bye bye.
[AGENT][POSITIVE] Thank you.