AccountId: 011433970860
ContactId: 24245341-9acf-4f3a-a9fd-7c39bcbe5f46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226690 ms
Total Talk Time (AGENT): 102907 ms
Total Talk Time (CUSTOMER): 54878 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/24245341-9acf-4f3a-a9fd-7c39bcbe5f46_20250324T14:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning [PII]. I'm calling to verify if a patient has active coverage.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII] and a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you [PII] and the policy number for the patient, please?
[CUSTOMER][NEUTRAL] 01615632. M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] And the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] Ada [PII], [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with eligibility for Ada. Now, the policy number you gave me actually turned on 10-1-2019. She does have active coverage under another policy, and I can provide that active policy information.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] Give me 1 2nd, hold on.
[CUSTOMER][NEUTRAL] OK, what is the policy number?
[AGENT][NEUTRAL] The policy number is 258.
[AGENT][NEUTRAL] 7812.
[AGENT][NEUTRAL] That effective date on this plan is.
[AGENT][NEUTRAL] [PII] can't say sorry, [PII] and current.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, is there a group number associated with that policy number?
[AGENT][NEUTRAL] Yes ma'am, I believe it's gonna be the same group number that group number is 80113.
[AGENT][NEUTRAL] And the group name is
[AGENT][NEUTRAL] E L E V E N C A Corp. Elevinka Corp maybe?
[CUSTOMER][NEUTRAL] What was it again? You said E L E V?
[AGENT][NEUTRAL] E L, uh-huh E N C A.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] C.
[CUSTOMER][NEUTRAL] Corporation OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And what would be the benefits for outpatient hospital?
[AGENT][POSITIVE] I can provide those benefits. Let me get to that.
[AGENT][NEUTRAL] For outpatient, she does have coverage up to $3000 per calendar day.
[AGENT][NEUTRAL] And that is a verification of coverage, not a guarantee of payment.
[CUSTOMER][NEUTRAL] And what's the effective date of this policy?
[AGENT][NEUTRAL] The effective date on this policy is [PII].
[CUSTOMER][NEUTRAL] And has she used any of the 3000?
[AGENT][NEUTRAL] It is a per calendar day benefit.
[CUSTOMER][NEUTRAL] Oh, per calendar day. OK, alright, got it. All right, I think that's all the information that I needed.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Well, it's been a pleasure to assist you with eligibility and benefits for Ada. Trying to thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Likewise.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Alright yeah