AccountId: 011433970860
ContactId: ffafa6a7-a996-4b97-95f6-96b66d5781f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243029 ms
Total Talk Time (AGENT): 74182 ms
Total Talk Time (CUSTOMER): 58849 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/2025/05/05/ffafa6a7-a996-4b97-95f6-96b66d5781f0_20250505T18:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so how are you? My name is [PII] and I'm calling from um Baptist Health. I'm calling um just to check benefits and eligibility for one of our patients.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility and benefits, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure, it is 01659152 M as in Mary, L as in love, 8.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] Mm thank you Mr. Let me see if I have a new policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, do you have a new policy?
[AGENT][NEUTRAL] Let me start off by giving you the correct policy number. Let me know when you're ready.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK, give me one second. Go ahead. What's the policy number?
[AGENT][NEUTRAL] It's 02.
[AGENT][NEUTRAL] 50
[AGENT][NEUTRAL] 5670.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we have an effective date of [PII] and it is active. This is a secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK. And um how much does it cover?
[AGENT][NEUTRAL] get the benefits and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. Any outpatient or inpatient benefits.
[CUSTOMER][NEUTRAL] Um, this is outpatient hospital setting.
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Outpatient maximum is 2500 per covered person per calendar year.
[CUSTOMER][NEUTRAL] Per person.
[CUSTOMER][NEUTRAL] Per per year and how much have they met?
[AGENT][NEUTRAL] As of today, she has not used her benefits for [PII], she still have the full amount available.
[CUSTOMER][NEUTRAL] OK. And $0 ma'am. Perfect. Um, is there a reference number to this call?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day, Miss.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] You are on hold.