AccountId: 011433970860
ContactId: f02f180c-3345-4417-86f7-6437a716114c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200520 ms
Total Talk Time (AGENT): 70048 ms
Total Talk Time (CUSTOMER): 78774 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/f02f180c-3345-4417-86f7-6437a716114c_20250203T14:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so my name is [PII]. I'm calling from Baptist Outpatient Services. I was wondering if you could assist me with verifying a patient's benefits and eligibility for an upcoming exam they have this, uh, [PII].
[AGENT][POSITIVE] OK, sure, I can assist you with the eligibility and benefits, Miss [PII]. May I have the contact number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yep, it's gonna be 982-431-075.
[AGENT][NEUTRAL] Um, do you have the copy of the card?
[CUSTOMER][NEUTRAL] Yes, let me pull it up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, yeah, I have it here. It's uh.
[CUSTOMER][NEUTRAL] 01960211 [PII].
[AGENT][NEUTRAL] OK, thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Name of the patient is going to be [PII]. I can spell it out for you.
[AGENT][NEUTRAL] Yeah that's fine. That's fine. That's good enough. What's the date of birth?
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you, Ms. [PII]. Alright, and before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. Um, we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[AGENT][NEUTRAL] And see we have an outpatient maximum of 1000 per day.
[CUSTOMER][NEUTRAL] Per day, OK.
[CUSTOMER][NEUTRAL] And is there um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Do you know how much so do you know if they've used anything for the 7? I guess it's per day, so they'd have $1000 for that day, correct?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Correct, yeah, mhm.
[CUSTOMER][NEUTRAL] OK. What is the reference number to this call?
[AGENT][NEUTRAL] Um, we don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Oh, just your last name initial.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect. Alright, so thank you so much. You've been a great help.
[AGENT][POSITIVE] You're welcome, Ms. [PII], and thank you for calling APO. Have a great week.
[CUSTOMER][NEUTRAL] Bye