AccountId: 011433970860
ContactId: 18a5320e-aff8-48e1-a539-9a3416b6ad51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178850 ms
Total Talk Time (AGENT): 76040 ms
Total Talk Time (CUSTOMER): 82859 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/18a5320e-aff8-48e1-a539-9a3416b6ad51_20250123T15:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Holy Cross to verify a patient's benefits with American Public Life.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I get your name and a callback number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure. My name is [PII]. The callback number is, let me give you, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] [PII] sorry.
[AGENT][NEUTRAL] OK, I was say that's not quite enough digits.
[AGENT][NEUTRAL] That's OK. All right, um, for that patient, do you have the policy number?
[CUSTOMER][NEUTRAL] The policy number, just a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I have 0160.
[CUSTOMER][NEUTRAL] 884-9 M for Mary, L for Lima, and 7.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and can you verify their name and date of birth for me please?
[CUSTOMER][NEUTRAL] I have [PII]. Date of birth [PII]. Uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so for [PII] I'm showing that his effective date was [PII].
[AGENT][NEUTRAL] Um, sure.
[CUSTOMER][POSITIVE] Just a moment effective.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am and it is still currently active.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] Um, for benefits, do you need inpatient, outpatient?
[CUSTOMER][NEUTRAL] Active. Um, he was, he was here in the emergency room a few days ago, so we just want to confirm that's covered.
[AGENT][NEUTRAL] OK, alright, so he didn't stay, um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, he hasn't been admitted, no. If he, would he be covered if he was?
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um, yeah, so this policy has both inpatient and outpatient benefits, but a lot of times they differ just a little bit, so that's why I wanted to clarify what we were looking at.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, to be honest, I don't need to go into detail. I just need to kind of clarify that it is, it is active, you will be paid and then just get like a reference number from you.
[AGENT][NEUTRAL] OK, yeah, so ER visits are part of their outpatient benefits, so that is something where benefits would be considered. This is a supplement plan, so we would need the primary payers EOB to consider those benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, he has the primary on file, yeah, OK.
[AGENT][POSITIVE] Perfect. OK, so, um, as long as that's all you needed, you could use the my name [PII] as the reference number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and then [PII] for whiskey?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. Have a great day.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Yes, ma'am, you as well.
[CUSTOMER][NEUTRAL] OK alright bye bye.
[AGENT][NEUTRAL] Bye-bye.