AccountId: 011433970860
ContactId: 0b5adbcf-774d-4ac4-97ec-f701f5e7b221
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222910 ms
Total Talk Time (AGENT): 100789 ms
Total Talk Time (CUSTOMER): 59797 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/0b5adbcf-774d-4ac4-97ec-f701f5e7b221_20250203T19:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] calling from University of Iowa Healthcare. Just trying to verify eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK, I'll you with eligibility and benefits, Ms. [PII]. Uh, can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][POSITIVE] And I called you [PII] and your name is [PII]. I am so sorry about that.
[CUSTOMER][NEUTRAL] Correct, no, you're fine. I was like I didn't want to enter.
[CUSTOMER][NEUTRAL] I've been called many things.
[AGENT][POSITIVE] I appreciate, I appreciate your kindness.
[AGENT][NEUTRAL] OK, what is the patient's name?
[CUSTOMER][NEUTRAL] Um, I have [PII].
[AGENT][NEUTRAL] OK. And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It is [PII] or [PII].
[AGENT][NEUTRAL] OK, and the policy number, please?
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] 018488877
[AGENT][NEUTRAL] OK, look her up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that [PII] um does have an active policy. Her effective date is [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And this is just to verify her coverage. It's not a guarantee of payment. This is a supplemental insurance policy that's billed secondary to the primary.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is a gap plan that helps with deductible, co-pay or co-insurance. Uh, she has a
[AGENT][NEUTRAL] Inpatient benefit amount of $4000 per calendar year and then she also has an outpatient benefit amount of $2000 per calendar year.
[CUSTOMER][NEUTRAL] OK, so it's different between inpatient and outpatient, OK.
[AGENT][NEUTRAL] Yes, inpatient is, um, if she's admitted to the hospital for 18 hours or more.
[CUSTOMER][NEUTRAL] OK, 18 hours or more, OK.
[CUSTOMER][NEUTRAL] And is there any like coinsured deductible or out of pocket on this plan?
[AGENT][POSITIVE] No, ma'am. This um plan actually helps with the deductible co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and is there a network that processes facility and physician charges?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Or is it kind of more like open access, OK.
[AGENT][NEUTRAL] Yeah, they can use it anywhere, um, with their primary insurance.
[CUSTOMER][NEUTRAL] Alright, give me one moment, I'm just gonna write that down.
[CUSTOMER][NEUTRAL] OK, and then you said no copays and there's any referrals or prior authorizations required on this plan?
[AGENT][NEUTRAL] No, because it's not the primary.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Alright, and is there a call reference number for this verification?
[AGENT][NEUTRAL] Yes, you can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, I appreciate your help today.
[AGENT][POSITIVE] Thank you [PII] you have a good week and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][POSITIVE] All right thank you.
[CUSTOMER][NEUTRAL] Mhm bye.