AccountId: 011433970860
ContactId: 2af8c629-dbfb-42dd-8608-9fda4d59b274
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213940 ms
Total Talk Time (AGENT): 62543 ms
Total Talk Time (CUSTOMER): 59950 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/2af8c629-dbfb-42dd-8608-9fda4d59b274_20250418T16:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], um, I have a uh patient in facility right now and I was needing to get benefits. Um, I in our system and unable to um verify those benefits for them.
[AGENT][POSITIVE] OK, um, can I get your name and a good callback number and I can help you with benefits.
[CUSTOMER][NEUTRAL] Yeah, it's gonna be [PII].
[CUSTOMER][NEUTRAL] And a good call back number is gonna be [PII].
[AGENT][NEUTRAL] OK, [PII], do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah, so policy number is 02584614.
[AGENT][NEUTRAL] OK. Do you have that patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, so first name is [PII], last name [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, let's
[AGENT][NEUTRAL] And is this gonna be for like outpatient services or office visit or?
[CUSTOMER][NEUTRAL] Emer uh emergency room visit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, not a guarantee of payment, basic outline of the policy. Uh, so the policy is effective [PII]. It is currently active. Let me see, pull these benefits up. Give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's see, um.
[AGENT][NEUTRAL] So this is a limited hospital indemnity plan.
[AGENT][NEUTRAL] Um, let me see if they have urgency.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Sorry, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][MIXED] OK, so the only benefit they would have for that, it has a maximum payout of $75.
[AGENT][NEUTRAL] Um, and as I said, like a limited hospital indemnity plan, so it's just like a supplemental policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so then pretty much they don't really have coverage. The max is just at $75.
[AGENT][NEUTRAL] Yeah, the maximum payout would be 75, correct.
[CUSTOMER][POSITIVE] OK. All right, um thank you so much. You have a good day.
[AGENT][POSITIVE] Thank you for calling APL you as well.
[CUSTOMER][NEUTRAL] Bye bye.