AccountId: 011433970860
ContactId: 24000b8b-bb8d-4100-a44c-07e301909425
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154199 ms
Total Talk Time (AGENT): 72031 ms
Total Talk Time (CUSTOMER): 62377 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/24000b8b-bb8d-4100-a44c-07e301909425_20250310T18:12_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'm sorry, what was your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Thank you. My name is [PII]. I'm calling from Lariate Psychiatric Clinic and Hospital. I'm needing to get uh benefits on a patient, please.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] [PII] and that's correct.
[CUSTOMER][NEUTRAL] Policy number is 023.
[CUSTOMER][NEUTRAL] 19508
[AGENT][NEUTRAL] OK, what is this member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility for out outpatient services.
[CUSTOMER][NEUTRAL] No for inpatient.
[AGENT][NEUTRAL] Could you repeat his date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] This member's policy has been active since [PII] and is currently active. He has a, this is a gap insurance. He has outpatient benefits of $5000 per calendar year, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, so this is a gap policy and it doesn't have any inpatient benefits.
[AGENT][NEUTRAL] No, I've never said that. I, I just gave you the benefits. If you're not able to hear me, could you let me know that you're not able to hear me? Cause I stated that the member has outpatient benefits of $5000 per calendar year.
[CUSTOMER][NEUTRAL] Yes I heard you.
[AGENT][NEUTRAL] And this is not a guarantee of benefits, just a disclaimer.
[CUSTOMER][NEUTRAL] Right, but you're saying outpatient, so there is no inpatient.
[AGENT][NEUTRAL] No, ma'am. I'm seeing inpatient, inpatient of 5000 per calendar year.
[CUSTOMER][NEUTRAL] Oh, inpatient. I am so sorry I thought you were saying outpatient.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] OK, thank you very much. Can I get a call reference number?
[AGENT][NEUTRAL] And this is not a guarantee of benefit, it's just a disclaimer of the policy's coverage. [PII], we don't provide reference numbers, however, you can use my name and today's date as a reference.
[CUSTOMER][NEUTRAL] OK and.
[CUSTOMER][NEUTRAL] Is there a pre-cert that needs to be done?
[AGENT][NEUTRAL] No, ma'am. This is a gap insurance.
[CUSTOMER][POSITIVE] OK, that's what I figured thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day, [PII]. Goodbye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm bye bye.