AccountId: 011433970860
ContactId: 0929067b-6fec-4d01-a4f7-cbbea577dbee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203720 ms
Total Talk Time (AGENT): 77704 ms
Total Talk Time (CUSTOMER): 96096 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/0929067b-6fec-4d01-a4f7-cbbea577dbee_20250408T14:02_UTC.wav
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[AGENT][NEUTRAL] For calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, hi, good morning. I'm calling from Homestead Hospital. I'm trying to verify benefits for a patient, please.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Call back number [PII] option one.
[AGENT][NEUTRAL] Uh, can I have that policy number, the member that you're requesting benefits for?
[CUSTOMER][NEUTRAL] Yes, I have 01539834 M like Mary, L like Lisa, 8.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Of course, um, I have [PII]'s, uh, date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're calling to verify benefits and eligibility.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me give you the correct policy number. Let me know when you're ready.
[CUSTOMER][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, give me one second. What is the policy number?
[AGENT][NEUTRAL] 203-7625, 2037625.
[CUSTOMER][NEUTRAL] OK, perfect. Is it with the Madison and Financial, the name? Is it still the album?
[AGENT][NEUTRAL] Some about the group number?
[CUSTOMER][NEUTRAL] Or it's a different company name.
[AGENT][NEUTRAL] The group name is still the same.
[CUSTOMER][NEUTRAL] Uh, group number I have is 21732 still the same, OK.
[AGENT][NEUTRAL] It it's still the same. The group number and group name is, um, they just have the policy expired in [PII], so they have a new one.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, but the group, well, the group name you said is the same. The group number I have 21732, is that also the same?
[AGENT][NEUTRAL] Yes, that's the same. Everything is the same except for the policy number.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And what benefits are you inquiring about today?
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Um, for outpatient hospital.
[AGENT][NEUTRAL] The member has outpatient benefits of $7500 per calendar year, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, so 7500 per calendar year. Um, has he used anything of that?
[AGENT][NEUTRAL] It utilize $10.79 for [PII].
[CUSTOMER][NEUTRAL] $10.79. All right, perfect. Um, since when is he active?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] um and then with you guys no authorization is your card?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] For the primary um co-pay deductible and coinsurance.
[AGENT][POSITIVE] Yes, that is correct. This is the gap insurance.
[CUSTOMER][POSITIVE] Alright perfect I think that is all I needed. Can I just get a cop.
[AGENT][NEUTRAL] I'm sorry, the effective date was [PII].
[CUSTOMER][NEUTRAL] [PII], sorry, give me a second. So [PII] $7500 per calendar year so far has used $10.79 and authorization required with you guys. Perfect. That's all I needed. Can I just get a call reference number please? And I'm sorry, what was your name again? I didn't catch it.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] We don't provide those.
[AGENT][NEUTRAL] [PII] and today's date as a reference.
[CUSTOMER][POSITIVE] [PII], OK, alright, perfect, thank you so much for your help appreciate it. Have a wonderful day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day. Bye.
[CUSTOMER][NEUTRAL] You too.