AccountId: 011433970860
ContactId: 09a8a885-4b20-4a55-93c6-b825b5b557c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288540 ms
Total Talk Time (AGENT): 95354 ms
Total Talk Time (CUSTOMER): 106370 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/09a8a885-4b20-4a55-93c6-b825b5b557c6_20250624T15:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], good morning. My name is [PII]. I'm calling from Broer Health Medical Center. I'm calling to get benefits for a patient and also to check to see if she needed off for an inpatient visit.
[AGENT][POSITIVE] OK, I'm happy to check on benefits. Do we have their policy number?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It is oops hold on let me go back my back.
[CUSTOMER][NEUTRAL] So I take it out.
[CUSTOMER][NEUTRAL] It's 004060.
[CUSTOMER][NEUTRAL] MLA
[AGENT][NEUTRAL] OK, I'm sorry, calling the phone kind of cut out, so I got 0010.
[CUSTOMER][NEUTRAL] No, I'm gonna start with 004060.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] Why is our phone keep cutting out? Try one more time. I'm sorry.
[CUSTOMER][NEUTRAL] 0040.
[CUSTOMER][NEUTRAL] 60
[CUSTOMER][NEUTRAL] Mary Larry 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That doesn't bring anything up. It sounds like you're missing maybe part of the number. Do you have their last name, um, first name or social?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Last name [PII], first name [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you want to take down the active policy number?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] 02312676
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] 02312676
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] Mm. Mhm.
[AGENT][NEUTRAL] Effective date is [PII]. We're the members secondary insurance, so this would cover deductible, co-pay, co-insurance that the primary does not.
[CUSTOMER][NEUTRAL] OK, you said cover.
[CUSTOMER][NEUTRAL] Deductible.
[AGENT][NEUTRAL] Co-pay and co-insurance.
[CUSTOMER][NEUTRAL] What was it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And cool insurance if primary.
[CUSTOMER][NEGATIVE] The not OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Now, does this.
[CUSTOMER][NEUTRAL] You said it was [PII], right?
[AGENT][POSITIVE] Mhm. Correct, yes.
[CUSTOMER][NEUTRAL] Um, does this plan, uh, she's admitted from the emergency room to, um, to inpatient. Does it require an op?
[AGENT][NEUTRAL] No pre-authorization is required. Uh, they do have a benefit max. So if it's inpatient, their benefit max for the calendar year is 7900 and then outpatient is 4000.
[CUSTOMER][NEUTRAL] The laundry impatient and what was the um the other one?
[AGENT][NEUTRAL] The amount for inpatient is 7900.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And what was the other one, the 3, I think 3000.
[AGENT][NEUTRAL] Uh, the outpatient benefit max is 4000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Outpatient.
[CUSTOMER][NEUTRAL] Be OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And last but not least, a call reference.
[AGENT][NEUTRAL] Call reference is gonna be my name with today's date. My name again is [PII], that's [PII] Last initial is [PII], and then today's date.
[CUSTOMER][POSITIVE] [PII]. OK, thank you [PII] so much.
[AGENT][POSITIVE] You're welcome. Have a good rest of your day.
[CUSTOMER][NEUTRAL] OK, you too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Oh OK.