AccountId: 011433970860
ContactId: f9957ec0-0267-4167-8196-cc361e8981d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213910 ms
Total Talk Time (AGENT): 90330 ms
Total Talk Time (CUSTOMER): 104860 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/f9957ec0-0267-4167-8196-cc361e8981d5_20250416T22:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um, good afternoon. I'm calling from Baptist Patient, um, Baptist Hospital [PII]. I'm sorry, uh, I needed to check coverage for a patient. Sorry, I have so much going on right now, yeah, just to check coverage on a patient. mhm.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, I can check the eligibility of a patient for you, ma'am. Can I please get your name and your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] My name is [PII] and the phone number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, the name is [PII]. She has a compound last name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Pretty long. Uh, date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then what is your policy number, please?
[CUSTOMER][NEUTRAL] Oh, I'm sorry. Yes, policy number 0, I have 02337124.
[AGENT][NEUTRAL] OK, let me look her up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh yes, I do see she does have a very long last name.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Yeah, I was only able to pronounce the first part.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] All right, I do show that Ms. [PII] does have an active policy and her effective date is [PII] and the policy is current.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] So I would need outpatient hospital benefits if she has any available to her and if she's used any of it.
[AGENT][NEUTRAL] OK, I will check that for you. And this is just to verify her benefits. It's not a guarantee of payment. She does have an outpatient calendar year benefit of $1000.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And I'm checking out to see about anything used.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yes, uh, [PII] has used.
[AGENT][NEUTRAL] $930.90 right now of her outpatient.
[AGENT][NEUTRAL] Benefit.
[CUSTOMER][NEUTRAL] Mm, OK, so she's she's used $930.90 from the 1000?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, as of today.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so she doesn't have a lot left over. OK. All right, so, um, OK, that's really all I needed. Yeah, what was your name again?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] My name is [PII], it's [PII]
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Oh, I spoke to you [PII] it's [PII] again.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Yes, we talked earlier. I think we did, yes.
[CUSTOMER][POSITIVE] I spoke to you on another page and I we spoke a little earlier yeah yeah oh my god how funny I got you again.
[AGENT][NEUTRAL] We sure did.
[CUSTOMER][POSITIVE] OK [PII], well I appreciate all your help, um, and, um, good to know. I'll, I'll just uh make a note of that she's used almost all of it. OK, thank you so much, [PII], again, and uh you have a nice day, OK?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You too, Ms. [PII]. You have a blessed night. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Alright, OK, you too bye bye.
[AGENT][NEUTRAL] Bye bye.