AccountId: 011433970860
ContactId: 09e1e485-ffff-41a9-8430-ffd8e83963fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166720 ms
Total Talk Time (AGENT): 60881 ms
Total Talk Time (CUSTOMER): 74018 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/09e1e485-ffff-41a9-8430-ffd8e83963fa_20250212T20:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] with Maltacure Health System, and I had a question regarding patients policy.
[AGENT][POSITIVE] OK, I can help you with that. What's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and what's the policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's 0256500007.
[AGENT][NEUTRAL] All right, and verify the name and date of birth.
[CUSTOMER][NEUTRAL] It's uh [PII] [PII].
[AGENT][NEUTRAL] Thanks and you had questions about the policy?
[CUSTOMER][NEUTRAL] Yeah, so on the um card it says it's a limited benefit. So, um, is this like a supplemental type coverage or um do you guys cover?
[CUSTOMER][NEUTRAL] The patient has cancer, so is that some is, are you guys like, do you guys cover like services related to her cancer or?
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, so this is a hospital indemnity policy, um.
[AGENT][NEUTRAL] It's not supplemental. It's a standalone policy, but the, the benefits are limited. So depending on the services or treatment received, uh, the policy has um flat amount that it's paid towards those services.
[CUSTOMER][NEUTRAL] OK. Now, would you guys be primary over her other insurance or are you, would we bill you guys first or we, would we bill her other insurance first?
[AGENT][NEUTRAL] I am not sure what the other insurance is. This policy um does not coordinate benefits, so the benefits are paid based on the services received.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the effective date is [PII], is that correct?
[AGENT][NEUTRAL] That is correct, of [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Now the ID number is just the policy number or the medical ID number that begins with a D, which one would be bill under? Is it the one I gave you the policy number?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, the policy number will work.
[CUSTOMER][NEUTRAL] OK, I think that is all I have. Um, do you guys have call reference numbers?
[AGENT][NEUTRAL] Use my name in today's date. It's [PII]
[AGENT][NEUTRAL] And is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you for your help.
[AGENT][POSITIVE] No problem, thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.