AccountId: 011433970860
ContactId: 30860d53-cb6f-4cb0-b72d-fb3a43fb4012
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219820 ms
Total Talk Time (AGENT): 81289 ms
Total Talk Time (CUSTOMER): 81045 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/30860d53-cb6f-4cb0-b72d-fb3a43fb4012_20250225T18:34_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] IPL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, good afternoon. My name is [PII]. I'm sorry, you're cutting out, so that's why I can hear you. Um, can even find the physician officeify patients benefits.
[AGENT][NEGATIVE] Oh sorry, [PII].
[AGENT][NEUTRAL] Oh, I can help you with benefits, [PII]. What is your callback number and the name of the physician's office you're calling from?
[CUSTOMER][NEUTRAL] [PII]. I'm calling from Bro MD Group Holdings.
[AGENT][NEUTRAL] Thank you for the patient name, date of birth, and policy number.
[CUSTOMER][NEUTRAL] Alright, policy number is gonna be, I'm sorry, it's 02588515.
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Oh, let me pull up that policy for us real quick so I can get the um benefits.
[AGENT][NEUTRAL] I do show that she does have an active policy and her effective date is [PII] and this is just to verify her coverage. It's not a guarantee of payment. This is a supplemental insurance. It's a gap insurance that helps with deductible, co-pay, and co-insurance. She has an calendar year benefit of the $6000.
[AGENT][NEUTRAL] Patient per calendar day benefit of $400.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I'm sorry, I couldn't hear. I can't, I'm sorry, I couldn't hear you well, uh, because, um, the phone call. So, uh, you say that for inpatient it's gonna be 6000?
[AGENT][NEUTRAL] Yes, 6600.
[CUSTOMER][NEUTRAL] OK, so 6000 for inpatient and how about for outpatient?
[AGENT][NEUTRAL] 100 a day.
[CUSTOMER][NEUTRAL] For calendar day.
[AGENT][NEUTRAL] That's just to ver
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, and that's the it's not a guarantee of payment.
[CUSTOMER][NEUTRAL] I got.
[CUSTOMER][NEUTRAL] So I'm sorry, it's for $100 or 4 $1000.
[AGENT][NEUTRAL] 400 calendar day.
[CUSTOMER][NEUTRAL] OK perfect so OK and that's for outpatient.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and it's 6000 for inpatient.
[AGENT][NEUTRAL] 6600 per inpatient.
[CUSTOMER][NEUTRAL] OK, for inpatient that include maternity, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alright perfect thank you so much uh may I get your name again and the reference number?
[AGENT][NEUTRAL] Yes ma'am, my name is [PII] and you can use my name and today's date.
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat your name again?
[AGENT][NEUTRAL] To
[CUSTOMER][POSITIVE] Alright great thank you so much have a nice day.
[AGENT][POSITIVE] Very welcome you have a good day thanks for calling APS.
[CUSTOMER][POSITIVE] Thank you bye.