AccountId: 011433970860
ContactId: 0ed4ff15-d1cb-4f35-9455-9b2b333dcc8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122000 ms
Total Talk Time (AGENT): 62608 ms
Total Talk Time (CUSTOMER): 51266 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/0ed4ff15-d1cb-4f35-9455-9b2b333dcc8a_20250212T17:13_UTC.wav
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[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Memorial Regional Hospital. I'm sorry, what was your name again?
[AGENT][NEUTRAL] Um, it's [PII]. Um it's spelled [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] Awesome thank you. I was just calling um to verify if a member is active with this plan?
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name again and a callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and my contact number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, I have policy number 02483111.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, patient's name is um [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Um, this is for inpatient admission.
[AGENT][NEUTRAL] OK, for inpatient, we cover up to 9100 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. And do you give out reference numbers?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Um, is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that was it. You've been very helpful.
[AGENT][POSITIVE] OK. Thank you, [PII] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You do the same. Thank you. Bye-bye.
[AGENT][POSITIVE] OK thanks.