AccountId: 011433970860
ContactId: 1eca14d3-023c-48ac-a033-43af92d02787
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223779 ms
Total Talk Time (AGENT): 90828 ms
Total Talk Time (CUSTOMER): 54340 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/1eca14d3-023c-48ac-a033-43af92d02787_20250127T18:48_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Sutter Roseville Medical Center. I'm calling to see if a patient of ours has current eligibility.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] 02450890
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] um [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm showing the policy, um, is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] [PII], is it possible, are you able to provide me with what type of medical hospital benefits they have?
[AGENT][NEUTRAL] Sure, hold on one moment.
[AGENT][NEUTRAL] OK, so for the um daily confinement benefit, the policy will pay up to $50 per day. Let me pull up, you know what, hold on one moment, let me pull up the big copy so I can see all the print. Hold on one second.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][POSITIVE] I just don't want to miss anything.
[AGENT][NEUTRAL] OK, it's coming up, my apologies.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, so for in hospitals, it would pay up to $50 a day for confinement. Um, confinement on this policy, let me make sure it's, see if it's 18 or 24.
[AGENT][NEUTRAL] Confinement for this policy is at least 24 continuous hours.
[AGENT][NEUTRAL] Um, then they have like the first occurrence hospital rider, um, for that first time that they're admitted, um, the policy would pay $500 up to $500.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then they have an intensive care unit rider as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And that would pay um 200 up to $200 per day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, I'm assuming it since with the limited policy is authorization required for this plan?
[AGENT][NEUTRAL] No authorization is not required.
[CUSTOMER][POSITIVE] OK, that's what I thought. OK, I appreciate your your help today and I hope you have a good rest of your day.
[AGENT][POSITIVE] Thank you, [PII], you also, and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.