AccountId: 011433970860
ContactId: 2632b1b5-9781-4b46-a81f-589ed93f7eee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157369 ms
Total Talk Time (AGENT): 93603 ms
Total Talk Time (CUSTOMER): 46303 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/2632b1b5-9781-4b46-a81f-589ed93f7eee_20250122T15:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, good morning. My name's [PII] with Decatur Morgan Hospital, and I'm calling to see if this plan is active.
[AGENT][NEUTRAL] Yeah, I can check to see if a policy active. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] I'm sorry, [PII], it kind of cut out there at the end. What were the last four digits?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] 02576516.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that [PII]. uh, so this policy is active. Effective date was [PII] of.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK and um is it active for inpatient benefits?
[AGENT][NEUTRAL] I can definitely check um just so that you are aware this is a limited indemnity medical plan, so there are no co-pays or deductibles, but with that they it it's designed to pay a set dollar amount uh per procedure or office visit.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bear with me just a moment.
[AGENT][NEUTRAL] So it's not necessarily an inpatient benefit per se, um, of course I will let you know verification of coverage is not a guarantee of payment for claims so they do have a hospital admission benefit hospital consignment benefit, which I would think that would be more of the inpatient um, were they in intensive care at all?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, OK, so I would imagine just the hospital admission, hospital consignment.
[AGENT][NEUTRAL] So the admission benefit simply being admitted to the hospital is $2000 and that is one day per calendar year they get that benefit and I can check to see if that's been used um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You're OK, you're OK, you don't have to do.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Anything else but thank you so much I appreciate your help.
[AGENT][NEUTRAL] Of course, yeah, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] I appreciate that mhm bye bye.
[AGENT][POSITIVE] Thank you bye bye.