AccountId: 011433970860
ContactId: e971614f-09f4-4e4c-9c3b-94936ebfbfe2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171889 ms
Total Talk Time (AGENT): 59051 ms
Total Talk Time (CUSTOMER): 44850 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/e971614f-09f4-4e4c-9c3b-94936ebfbfe2_20250414T15:13_UTC.wav
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[AGENT][POSITIVE] Thank you so much for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is and I'm calling from Baptist Hospital. I'm calling to, uh, get eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK, did you say [PII]?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and [PII], may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] It is 1,477,480 ML 8.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling in for eligibility and benefits, is this for inpatient, outpatient or an office setting?
[CUSTOMER][NEUTRAL] It's gonna be outpatient.
[AGENT][NEUTRAL] OK, and verification of coverage does not guarantee the payment of the claim. It is showing that the policy is currently active with the effective date of [PII] for outpatient, the member has up to 1000 per calendar day. Is there anything else that I can assist you with today on my end?
[CUSTOMER][NEUTRAL] Um, it's up to $1000 per day.
[AGENT][NEUTRAL] Yes, 1000 per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then [PII] is authorization required or no?
[AGENT][NEUTRAL] No authors required.
[CUSTOMER][NEUTRAL] OK, so they have no like max that they could meet or anything. It's $1000 per day.
[AGENT][NEUTRAL] It's just $1000 per calendar they benefit max.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I have your name and your reference number please?
[AGENT][NEUTRAL] Yes, the reference number would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] You're welcome thank you for calling American Public Life, have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.