AccountId: 011433970860
ContactId: 12d4a858-d649-447e-8cef-05ae668dbd62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139910 ms
Total Talk Time (AGENT): 88886 ms
Total Talk Time (CUSTOMER): 40561 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/12d4a858-d649-447e-8cef-05ae668dbd62_20250331T15:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from Online and Marco. We are a hospital in [PII]. I need to verify coverage please for inpatient hospital.
[AGENT][POSITIVE] Alright, [PII], I'll be glad to help you. Go ahead, give me a good policy number.
[CUSTOMER][NEUTRAL] Yes, ma'am. 02543184.
[AGENT][NEUTRAL] Alright, [PII], thank you for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[AGENT][NEUTRAL] All right, [PII], thank you for all that information. Now your patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] Alrighty, [PII], thank you for all that information. Looks like [PII] is the insured on this medical supplemental plan. I do show her original effective date is [PII] current. She is currently active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you want the inpatient hospital benefit. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alrighty, let me get that pulled up and while I'm pulling that up, and what we are, of course, [PII] is her medical supplemental plan. So the only thing that we would pick up and pay on for sickness and injury, that is anything that is applied towards her deductible, co-pay, or co-insurance at her primary insurance carrier. Uh, let's see, OK, for her, for her inpatient benefit, she has a $2000 max benefit.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Per occurrence, that means $2000 max.
[CUSTOMER][POSITIVE] Got it, exactly the co-payment.
[CUSTOMER][POSITIVE] Well thank you so much I really appreciate your help [PII] that's all I needed.
[AGENT][POSITIVE] OK, well, that's all I can help you with then thanks so much, [PII] for calling APL this morning. You have a great day.
[CUSTOMER][POSITIVE] Thank you you too good rest of your week.
[AGENT][POSITIVE] Thank you, ma'am. You as well, [PII]. Thank you so much. Bye-bye.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Thank you, bye bye.