AccountId: 011433970860
ContactId: fb175138-2663-4cc1-be17-bc2fe56903fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124919 ms
Total Talk Time (AGENT): 49981 ms
Total Talk Time (CUSTOMER): 38560 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/fb175138-2663-4cc1-be17-bc2fe56903fb_20250124T16:07_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 eligibility. What's the policy number?
[CUSTOMER][NEUTRAL] I have 2576738.
[AGENT][POSITIVE] Thank you. And then if I can just grab your first name and a callback number, please?
[CUSTOMER][NEUTRAL] Yes, that's [PII], and my phone number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then what's the patient name and date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII] born [PII].
[AGENT][POSITIVE] Thank you so much. So the patient plan is active. The effective date is [PII]. We are the secondary insurance, so this covers deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK, perfect. And what is his outpatient benefit amount?
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] Um, looks like patient plan has an outpatient benefit max of 7150 for the calendar year.
[CUSTOMER][NEUTRAL] OK, and has any of that been used so far?
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEGATIVE] Not showing anything has been used thus far.
[CUSTOMER][NEUTRAL] OK perfect and you said your name is [PII]?
[AGENT][NEUTRAL] My name is [PII]. Uh-huh.
[CUSTOMER][POSITIVE] Alrighty thank you so much for your help today.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.