AccountId: 011433970860
ContactId: ffdf8709-2620-4ee4-98b0-5361cfdd3d22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249660 ms
Total Talk Time (AGENT): 105858 ms
Total Talk Time (CUSTOMER): 84547 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/ffdf8709-2620-4ee4-98b0-5361cfdd3d22_20250529T18:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Outpatient Services in regards of a patient and a gap insurance.
[AGENT][NEUTRAL] OK, Ms. [PII], um, did you want eligibility for the patient?
[CUSTOMER][NEUTRAL] Yes, please, um, if they have any funds or anything like that.
[AGENT][NEUTRAL] OK, alright. I can give you eligibility and benefits. Ms. [PII], what is your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yes, of course. It's gonna be [PII].
[AGENT][NEUTRAL] Thank you. And may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes. Um, the name is [PII]. Um, date of birth is [PII]. And the policy number I have is 60801.
[AGENT][NEUTRAL] OK, that's our payer ID number. Do you see an inpatient or an outpatient cert number?
[CUSTOMER][NEUTRAL] Um, I'm not sure. The patient called in and um let us know about the gap insurance. I don't have anything else. Let me see. Let me just check somewhere else.
[AGENT][NEUTRAL] Or her social I can look it up with her social.
[CUSTOMER][NEUTRAL] Oh, OK, let me get that for you.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, let me see if I have that information there. Um, yes, I do. So it's um [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me pull her up and see if we can find her.
[AGENT][NEUTRAL] OK, I think I found her, um.
[AGENT][NEUTRAL] And it has the same, yes, it has the same date of birth. OK, so Miss [PII], I mean, I'm sorry, Miss [PII] does have an active policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The effective date of the policy is [PII].
[AGENT][NEUTRAL] Let me give you her policy number.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] That is 258-1220.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect, got it.
[AGENT][NEUTRAL] And uh this is just to verify her benefits. It's not a guarantee of payment. It is a supplemental insurance policy and uh it helps with deductible, co-pay or co-insurance. She has an inpatient calendar year benefit amount of $1000 and an outpatient calendar year benefit amount of $500.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] For the year. OK, perfect.
[AGENT][NEUTRAL] And let me
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So, has she met anything so far?
[AGENT][NEUTRAL] Let's check and see.
[AGENT][NEUTRAL] No, ma'am. Nothing's been used for the year of [PII].
[CUSTOMER][POSITIVE] OK, perfect, that's perfect. Alright, thank you so much. um, do you guys give out a reference numbers by any chance?
[AGENT][NEUTRAL] Yes, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much for your help.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye bye.