AccountId: 011433970860
ContactId: 2aa6a7ff-31b4-4088-813a-3205dd462ee8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115629 ms
Total Talk Time (AGENT): 65471 ms
Total Talk Time (CUSTOMER): 37075 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/2aa6a7ff-31b4-4088-813a-3205dd462ee8_20250220T16:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Larkin Community Hospital. I'm a patient coming in for a procedure with us, and he provided us with the APL card, and I'm trying to check the benefits on that.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Sure, I can check those benefits for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes I do. It's 02518719.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Yep
[AGENT][NEUTRAL] Alright, and what was the name and date of birth for the patient?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and this is for outpatient, correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's outpatient, yeah.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims, so the outpatient benefit is on a per calendar day basis, so it would pay up to $300 per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect and that's for deductibles, copays, and coinsurance.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Alright, was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that was all thank you so much. Is there a reference for the phone call actually?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Uh, it would just be my first name, last initial, and today's date, but so my name is spelled [PII]
[CUSTOMER][POSITIVE] Perfect thank you so much for your help.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.