AccountId: 011433970860
ContactId: 26355c26-70d2-4de6-88b6-46d35272696c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229490 ms
Total Talk Time (AGENT): 74425 ms
Total Talk Time (CUSTOMER): 123167 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/26355c26-70d2-4de6-88b6-46d35272696c_20250221T13:24_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. This is [PII] from Homestead Hospital Baptist. I currently have a patient that came in through the emergency department, and I wanted to double check on her eligibility with American Public Life.
[AGENT][NEUTRAL] OK. How do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] [PII], OK, and do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Um, honestly, I'm not sure which number this one will be, but, oh, I see here. OK, ready?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It'll be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I do. I have 02549569.
[CUSTOMER][NEUTRAL] M as in manager L.
[CUSTOMER][NEUTRAL] As in Leoni.
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] Thank you, [PII]. And what's the patient's name?
[CUSTOMER][POSITIVE] And that's you're welcome, that will be the outpatient benefit.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The name of the patient is [PII]
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were needing outpatient benefits?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can give those to you. The effective date is [PII]. Any benefits given over the phones, not a guarantee of payment. This policy coordinates with the primary insurance, whatever their primary applies, yeah, to their deductible, co-pay, or co-insurance. Only those three will pay up to 3000 per calendar day.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, this is the supplemental mhm.
[CUSTOMER][NEUTRAL] OK, so with her primary she has a co-payment of 1000. Would you guys be able to cover that?
[AGENT][NEUTRAL] Right, it'll pay up to 3000.
[CUSTOMER][POSITIVE] OK, perfect, each calendar day, right?
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what it, wait, just to understand completely, let's say she has 1000 today if she comes back in tomorrow and the co-payment again is 1000, will she now have 2000 or resets every day for 3000?
[AGENT][NEUTRAL] Every day is 3000.
[CUSTOMER][POSITIVE] OK, perfect. wow this is really nice alrighty.
[CUSTOMER][NEUTRAL] Alrighty, so it is safe to say that I can tell my patient that it will be covered and picked up by American Public Life, correct?
[AGENT][NEUTRAL] Yes, ma'am, but any benefits is not a guarantee until we receive the claim in office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] And your name is [PII] or [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No mhm.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] All right, that is all I needed thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you so much have a great day bye bye.
[AGENT][NEUTRAL] You too. Bye-bye.