AccountId: 011433970860
ContactId: 0dfe2662-1022-46ae-8c3a-deda990f4992
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305410 ms
Total Talk Time (AGENT): 102791 ms
Total Talk Time (CUSTOMER): 140975 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/0dfe2662-1022-46ae-8c3a-deda990f4992_20250226T18:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you?
[AGENT][POSITIVE] I'm doing well.
[CUSTOMER][NEUTRAL] I'm calling from Jupiter Medical Center regarding a mutual patient.
[AGENT][NEUTRAL] OK, and may I get your name and your callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] number is [PII].
[AGENT][NEUTRAL] OK, and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, her name is [PII]. Can you, can, um, I can't say that. Can I let me give you her date of birth and stuff because that ain't gonna get it right now. Her date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. I didn't get the last two digits.
[CUSTOMER][NEUTRAL] I'm sorry, [PII].
[AGENT][NEUTRAL] [PII]. OK, and then what is the policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, policy, let's see, it's 024, um, yeah, 024361.
[CUSTOMER][NEUTRAL] 06 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[AGENT][NEUTRAL] Kuching do
[AGENT][NEUTRAL] OK. How can I help you with this patient?
[CUSTOMER][NEGATIVE] I messed that one up.
[CUSTOMER][NEUTRAL] Um, well, she came to us the first time today for eval, and she bought, um, this car and she says the way it works is, um, it acts as if like a supplemental plan because she has like a Blue Cross.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm trying to find out how that actually works.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh. Alright. And this is just to verify um coverage for the patients, it's not a guarantee of payment. She is eligible. She does have an active policy. Um, the effective date is [PII], and that's correct. This is a supplemental insurance policy. It's a gap insurance that helps with deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she has an inpatient benefit amount.
[AGENT][NEUTRAL] Per calendar year of $1500 and then she also has an outpatient calendar year benefit amount of $1500 to help with that deductible co-pay or co-insurance.
[CUSTOMER][NEUTRAL] Hold on, let me get this I could put in here.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, come on, OK, so you said how, how much, um, because we're outpatient on campus facility.
[AGENT][NEUTRAL] OK, it's um the calendar year benefit amount is $1500.
[CUSTOMER][NEUTRAL] So that's um 1000.
[CUSTOMER][NEUTRAL] $500.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that's to help with her co-pays?
[AGENT][NEUTRAL] Co-pay, deductible and co-insurance.
[CUSTOMER][NEUTRAL] OK, because you know she got like a deductible of $2000?
[AGENT][NEUTRAL] Oh, I don't know what her deductible is.
[CUSTOMER][NEUTRAL] Oh, you guys just help try to help in some way, OK, so it's, um, calendar year is 1500, has any of that been used yet?
[AGENT][NEUTRAL] Let me check for you real quick.
[AGENT][NEGATIVE] No, nothing has been used for the year of [PII].
[CUSTOMER][NEUTRAL] So with copay.
[CUSTOMER][NEUTRAL] you know, put this in the computer so everybody's on board co-insurance and.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Deductibles, OK, so she's got that 60, so she's got a $65 copay, so she wants it to go towards that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty
[CUSTOMER][NEUTRAL] So we can do that.
[CUSTOMER][NEUTRAL] Alright, and then can I get a call reference number?
[AGENT][POSITIVE] Yes ma'am, you can
[CUSTOMER][NEUTRAL] And it's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, and the last initial?
[AGENT][NEUTRAL] It's A
[CUSTOMER][NEUTRAL] OK, and the reference.
[AGENT][NEUTRAL] You can use my name in today's date.
[CUSTOMER][NEUTRAL] Mm [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Very welcome. I hope you have a good day, Ms. [PII]. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.