AccountId: 011433970860
ContactId: f7d7c918-f6de-4f72-8a0c-640eda66a222
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125599 ms
Total Talk Time (AGENT): 56330 ms
Total Talk Time (CUSTOMER): 41400 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/f7d7c918-f6de-4f72-8a0c-640eda66a222_20241231T15:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. I'm calling from Baptist Hospital to check patient eligibility, please.
[AGENT][POSITIVE] All right, I'm happy to check on eligibility today. Do you have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, I actually have two different ones. I'm not sure which is correct, but the first one is 2576738.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me pull this up here.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII], last name [PII], born [PII].
[AGENT][POSITIVE] Alright, thank you so much. So members policy is active. The effective date is [PII], and we are the secondary insurance, so this will cover the deductible, co-pay, co-insurance and primary does not.
[CUSTOMER][NEUTRAL] OK. Understood. And up to how much does this plan cover for outpatient benefits?
[AGENT][NEUTRAL] Uh, let's take a look.
[AGENT][NEUTRAL] Uh, the outpatient benefit max on this for a calendar year is going to be 7150.
[CUSTOMER][NEUTRAL] OK, and has has any of that been used so far?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] No, I'm not showing anything has been used thus far.
[CUSTOMER][NEUTRAL] OK, sounds good and you said your name is [PII]?
[AGENT][POSITIVE] Mhm, that is correct, yeah.
[CUSTOMER][NEUTRAL] Do you happen to have a reference number for our phone call today?
[AGENT][NEUTRAL] A call reference is going to be my name with my last initial than today's date. My last initial to my name is [PII].
[CUSTOMER][POSITIVE] OK perfect I have it here. Thank you so much for your help today.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.