AccountId: 011433970860
ContactId: f29dfacc-5286-4065-8b25-6450f9fdcdcc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181289 ms
Total Talk Time (AGENT): 60161 ms
Total Talk Time (CUSTOMER): 81656 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/f29dfacc-5286-4065-8b25-6450f9fdcdcc_20250311T18:16_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm [PII] from Baptist Hospital. I'm calling in regards to mutual patient to check eligibility and benefits.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility. Um, I missed your name in the beginning, it's kind of choppy. Can you repeat your name for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It would be 01611724 ML 8.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, last name would be, let me see, no, it would be [PII], first name would be [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, and uh given it.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh sorry, I was, OK, hold on, sorry, um, so I know that this is a gap plan, um.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Uh, I see that last time it was verified, it says that the station has $100,500.00 has been met. Is it still the same?
[AGENT][NEUTRAL] Uh, let me see if they've used any for the year. Hold on one moment.
[CUSTOMER][NEUTRAL] I
[AGENT][NEGATIVE] Um, so far for this year, none of the benefits have been used.
[CUSTOMER][NEUTRAL] None of them have been used for hospital outpatient, right?
[AGENT][NEUTRAL] For outpatient or inpatient, they haven't used any of their benefits this year.
[CUSTOMER][NEUTRAL] OK, and uh 1500 is still the same, it remains the same.
[AGENT][NEUTRAL] Yes, their calendar year max is 1500.
[CUSTOMER][POSITIVE] OK, awesome and you said your name.
[AGENT][NEUTRAL] For outpatient.
[CUSTOMER][NEUTRAL] You said your name was?
[AGENT][NEUTRAL] My name is [PII] The [PII].
[CUSTOMER][NEUTRAL] OK. And follow up question, is there a reference number or is it just your name on today's date?
[AGENT][NEUTRAL] Um, it will be my name in today's date.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] OK, um, that'll be all. Thank you.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.