AccountId: 011433970860
ContactId: fc5c3273-a6b8-40ca-b498-beb3c3009b8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208000 ms
Total Talk Time (AGENT): 70910 ms
Total Talk Time (CUSTOMER): 98564 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/fc5c3273-a6b8-40ca-b498-beb3c3009b8f_20250520T16:28_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. My name is [PII]. I'm calling from Jackson South Medical Center. Need to check members eligibility and maximum available.
[AGENT][POSITIVE] OK, [PII], I can help you with eligibility and benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] That's a direct line.
[AGENT][NEUTRAL] And what's that policy number for that patient?
[CUSTOMER][NEUTRAL] OK, I hope he gave me the right one because he wasn't even sure himself. 02454148.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] OK, it looks like the policy is active and effective [PII], and then you said you needed the uh maximum.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] yeah, before you even go there, is this under him or under his do I have to put it under his wife?
[AGENT][NEUTRAL] Under his wife, uh, looks like I've got [PII].
[CUSTOMER][NEUTRAL] But it
[CUSTOMER][NEUTRAL] So she's the the primary on the insurance.
[AGENT][NEUTRAL] Yes, she's the policyholder, yeah.
[CUSTOMER][NEUTRAL] Policy holder OK perfect alright and yes I need to know um maximum available maximum and uh what's available?
[AGENT][NEUTRAL] OK, and that was outpatient, is that right?
[CUSTOMER][NEUTRAL] Outpatient hospital, yes ma'am.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, it's not a guarantee of payment, basic outline of the policy. Uh, looks like for their outpatient benefit, there's 1500 per cover person per calendar year payable.
[AGENT][NEUTRAL] And let me see, is that anything.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's see we got why it doesn't total these. Let me total these real quick.
[CUSTOMER][NEUTRAL] [PII], what's the first letter to your last name?
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, looks like total so far use this calendar year 993-91.
[CUSTOMER][NEUTRAL] And that's for the patient.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so let me see what he has available.
[CUSTOMER][NEUTRAL] 2222 1500 max and he's used 99391 so he has available $506.09.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Correct?
[CUSTOMER][NEUTRAL] Perfect. Alright, and on the policy number, is there a 0102 at the end or no, everybody has their own policy um ID number?
[AGENT][NEUTRAL] No, you can just the 25245-4148 is correct. You don't have to put anything else.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, and [PII], do I get a reference number?
[AGENT][NEUTRAL] Uh, it's just my name and today's date, and anything else I can help with today, [PII]?
[CUSTOMER][POSITIVE] No ma'am, thank you so much for your time I appreciate it have a good day OK?
[AGENT][POSITIVE] Thanks for calling APL. You too. Bye bye.
[CUSTOMER][NEUTRAL] Mm bye bye.