AccountId: 011433970860
ContactId: 067140f0-77aa-4626-a495-16c136c0c777
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182600 ms
Total Talk Time (AGENT): 98831 ms
Total Talk Time (CUSTOMER): 53437 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/067140f0-77aa-4626-a495-16c136c0c777_20250218T20:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, you said [PII] or [PII]?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Thank you, [PII]. My name is [PII], and I'm calling from a hospital. I need to verify coverage for a patient, please.
[AGENT][NEUTRAL] Sure, we just need to check eligibility.
[CUSTOMER][POSITIVE] Yes, ma'am, and coverage.
[AGENT][NEUTRAL] OK, sure, alrighty, and then, uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] I do. That is 02456391.
[AGENT][NEUTRAL] OK, thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] I'm calling for Mr. [PII] [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, so I appreciate you verifying that [PII]. This policy actually terminated [PII]. If you'll give me one moment, I'll see if they have one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, they do, um, let me know when you're ready I can give you this policy number.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It is 02578881.
[CUSTOMER][NEUTRAL] 81 got it.
[AGENT][NEUTRAL] OK, and so this one's the effective date, um, it's [PII]. Again it is currently active and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and we really need to check the outpatient benefits.
[CUSTOMER][NEUTRAL] Yes ma'am, outpatient hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and of course I will let you know verification of coverage is not a guarantee of payment for claims, so the outpatient benefit is $6000 max, um, that's per covered person, um, per calendar year.
[AGENT][NEUTRAL] If you'll give me one moment I'll see if any of that has been used.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And this was for [PII] correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, so so far this year she has used $127.69.
[CUSTOMER][NEUTRAL] 12769.
[AGENT][NEUTRAL] Yes, or he sorry.
[CUSTOMER][POSITIVE] OK, it's a he. Well, I got everything I needed. Thank you so much, [PII]. I appreciate your help and your time again.
[AGENT][NEUTRAL] Yeah, there was anything else I could do to help?
[CUSTOMER][POSITIVE] No ma'am, that will be all thank you so much again.
[AGENT][POSITIVE] Alright, well thanks for giving us a call [PII] yeah I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.