AccountId: 011433970860
ContactId: ee436db1-fb60-4e2b-9368-195140e9e1f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174800 ms
Total Talk Time (AGENT): 102941 ms
Total Talk Time (CUSTOMER): 44315 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/ee436db1-fb60-4e2b-9368-195140e9e1f9_20250617T13:43_UTC.wav
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[AGENT][POSITIVE] Good thank you for calling AP.
[AGENT][NEUTRAL] Hello, this is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Good afternoon. I'm calling from Baptist Hospital. Sorry, good morning. I'm calling from Baptist Hospital to check patient eligibility, please.
[AGENT][POSITIVE] Oh, I'll be glad to help you. Go ahead and give me your name and the member's policy number, please.
[CUSTOMER][NEUTRAL] OK, my name is [PII] and policy number is 01678796ML8.
[AGENT][NEUTRAL] Alrighty, [PII], thank you for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] Alright, [PII], thank you for all that information. Now, your patient's name and date of birth today, please, ma'am?
[CUSTOMER][NEUTRAL] Patient is [PII], born [PII].
[AGENT][NEUTRAL] Alrighty, [PII], thank you for all that information. Looks like [PII] is the insured on this medical supplemental plan. I do show the original effective date is [PII]. Patient is current and active, but unless that by that verification of coverage is not a guarantee of payment on the claim, but you did say you want maybe uh beneficial outpatient or inpatient.
[CUSTOMER][NEUTRAL] For outpatient, please.
[AGENT][NEUTRAL] Outpatient. All right, let me get that benefit pack pulled up.
[AGENT][NEUTRAL] All right. Now, of course, what we are is just her medical supplemental plan. So the only thing that we would pick up and pay on is anything that is applied towards her deductible, co-pay, or co-insurance at her primary insurance carrier, and we only pay for sickness and injury. Nothing routine here is covered no matter.
[AGENT][NEUTRAL] So what now her outpatient benefit here is gonna be a zero deductible, no pre-cert, and a $3000 max benefit payable per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. And how much has she used of that so far?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Well, looks like as of today, she has used $2,689.70 of her max as of today.
[CUSTOMER][POSITIVE] OK, sounds good. Thank you so much for your help today.
[AGENT][POSITIVE] Yes, ma'am, is that all I can help you with?
[CUSTOMER][POSITIVE] Yes, that's gonna be it.
[AGENT][POSITIVE] All right, [PII], thanks for calling APO and you have a great rest of your day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.