AccountId: 011433970860
ContactId: 041a331f-86fc-4f98-a2d1-39299092e4be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146190 ms
Total Talk Time (AGENT): 54158 ms
Total Talk Time (CUSTOMER): 60350 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/041a331f-86fc-4f98-a2d1-39299092e4be_20250509T14:36_UTC.wav
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[AGENT][POSITIVE] Thank you for calling
[AGENT][NEUTRAL] [PII], how may I help you?
[CUSTOMER][NEUTRAL] OK. Hello, my name is [PII]. It's spelled [PII] Last name initial [PII]. May I have your name again?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] And last name initial?
[AGENT][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK, I'm calling to verify eligibility and benefits for a patient that we have and um.
[CUSTOMER][NEUTRAL] In-house at our facility?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you say inpatient or outpatient?
[CUSTOMER][NEUTRAL] Impatient
[AGENT][NEUTRAL] Inpatient? OK. And do you have the policy number, Lucretia?
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 72543, M as in Mary, L as in Lima, the number 7.
[AGENT][POSITIVE] Thank you. What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][NEUTRAL] Alright, thank you so we're checking eligibility and then inpatient benefits correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, so I'm showing an effective date of [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, the policy is active at this time?
[AGENT][NEUTRAL] And I do show that the maximum inpatient benefit is up to $3000.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And of course the information provided is verification. It does not guarantee payment of a claim, and I don't show, let's see, let me check her accumulations.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't show any claims on file uh for the patient at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um it's pre-cert required for maternity?
[AGENT][NEUTRAL] Pre-cert is not required.
[CUSTOMER][NEUTRAL] Alrighty, and may I get a um call reference number?
[AGENT][NEUTRAL] My name in today's date.
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. You have a good one.
[AGENT][POSITIVE] You too, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.