AccountId: 011433970860
ContactId: 11cc4946-fa27-45a7-bfa5-315e7f2cb572
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213039 ms
Total Talk Time (AGENT): 104411 ms
Total Talk Time (CUSTOMER): 104782 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/11cc4946-fa27-45a7-bfa5-315e7f2cb572_20250213T17:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Good morning, [PII]. I'm calling from Baptist Hospital. It's in regards to a patient. I was wondering if you can assist me with some information.
[AGENT][NEUTRAL] Yes, ma'am. What's your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] Ms. [PII], what's that phone number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Of course. Let me go ahead and give you my direct number. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And may I have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, of course. It is showing 02216496. And then I have letters M as in Mary, L as in Larry, and then 8.
[AGENT][NEUTRAL] All right, thank you for that information. The patient name and date of birth, please?
[CUSTOMER][NEUTRAL] I am showing uh [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] All right, hold on, let me see, can I find him. All right, I do have him up. How can I help you with this policy today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I was wondering if you can tell me if he's active and since when? and also his coverage.
[AGENT][NEUTRAL] OK. This is the patient secondary policy. He's a dependent on this policy. The policy effective date was [PII]. This is still an active.
[AGENT][NEUTRAL] Gap policy and you want to know the benefits on the policy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, the what?
[AGENT][NEUTRAL] You want to know the benefits on the policy? Is that correct?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, for inpatient medical treatment, the calendar year max is $1000 for medical treatment and outpatient medical treatment is $200 per calendar day for outpatient medical treatment.
[CUSTOMER][NEUTRAL] OK. And uh so far, how, uh, you say the coverage for our patients? Yes, I'm so sorry.
[AGENT][NEUTRAL] We would
[AGENT][NEUTRAL] It's 200 per calendar day per calendar day and we wouldn't be able to tell you how much was spent or how much we use because we get claims in daily.
[CUSTOMER][NEUTRAL] I see what you mean. I see what you mean. Um, so there's no, there's no way of finding out how much he has or anything. So it's like, it just counted as a daily whenever he comes in and whatever procedure. OK, no problem.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Yeah, just like you calling other people that continue to send in claims. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, perfect. And may I ask you, uh Ms. [PII], um spelling of your name, is it [PII]?
[AGENT][NEUTRAL] Uh uh, it's [PII], [PII] Oh, no, that's fine. That's fine. Yes, ma'am. That is [PII]. Yes, ma'am.
[CUSTOMER][POSITIVE] I am so sorry. I am so sorry.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][POSITIVE] And that's one of my favorites.
[AGENT][NEUTRAL] What you said, Miss [PII]?
[CUSTOMER][POSITIVE] I'm so sorry.
[CUSTOMER][NEUTRAL] Uh, Ms. [PII], do you happen to have a reference number for me or should I just use your name?
[AGENT][NEUTRAL] My name and today's date is reference.
[CUSTOMER][POSITIVE] Perfect. That's what I needed to know. Thank you so very much for your help. I really appreciate it. And I'm sorry I got your name wrong. I'm so sorry about that.
[AGENT][POSITIVE] Oh, that's fine. That's fine. Thank you for calling American Public Life, and you have a wonderful day. Bye-bye.
[CUSTOMER][POSITIVE] You as well. Thank you so much. Bye-bye.
[AGENT][NEUTRAL] Yeah