AccountId: 011433970860
ContactId: 33177b1c-fb98-45fb-a2a5-844abb3ea257
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 348980 ms
Total Talk Time (AGENT): 155556 ms
Total Talk Time (CUSTOMER): 60589 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/33177b1c-fb98-45fb-a2a5-844abb3ea257_20250617T20:03_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], I'm [PII] from provider's office. I'm calling to check number eligibility in benefits.
[AGENT][NEUTRAL] OK, did you say that your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and you're needing eligibility and benefits, [PII] for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you with those things. And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] Um, phone number [PII] direct line.
[AGENT][NEUTRAL] Thank you. And the member's policy number, [PII]?
[CUSTOMER][NEUTRAL] So, I have.
[CUSTOMER][NEUTRAL] 1 02304979.
[AGENT][POSITIVE] Thank you, one moment please.
[AGENT][NEUTRAL] And any information that I do provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth, [PII]?
[CUSTOMER][NEUTRAL] First name is [PII], last name [PII], and then date of birth.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so first off, I need to give you a different policy number. The one that you gave me is no longer active. That policy number termed as of [PII], but there is another policy with a different number that is active, so give me a moment to get that information pulled up for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so the current policy number you should have is 02583791.
[AGENT][NEUTRAL] And that policy has an effective date of [PII].
[AGENT][NEUTRAL] And this policy is a hospital indemnity limited benefit plan. It is not major medical coverage. So what type of benefit information do you need for her inpatient, outpatient or office, [PII]?
[CUSTOMER][NEUTRAL] Um, maternity service and patient.
[AGENT][NEUTRAL] I'm sorry, I didn't understand you.
[CUSTOMER][NEUTRAL] Uh, maternity benefits.
[AGENT][NEUTRAL] Again, this is a limited benefit plan, so one moment while I pull up for an in.
[AGENT][NEUTRAL] For a hospital confinement on this benefit policy.
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] The daily hospital confinement benefit is $30.
[AGENT][NEUTRAL] Um, let me look at, give me just a moment to look at a couple of things.
[CUSTOMER][NEUTRAL] $30.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh, certainly.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, she also has an annual first occurrence hospital rider.
[AGENT][NEUTRAL] And that is for $3000. That benefit amount is $3000.
[CUSTOMER][POSITIVE] $3000. Thank you so much. And um
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] May I also get the reference number for this call.
[AGENT][NEUTRAL] Uh yes, ma'am. You would use my name that I gave you along with today's date.
[AGENT][NEUTRAL] And if a claim [PII] is filed with us for review once it has been processed by us, we do have a portal that you should also be able to check claim status in.
[AGENT][NEUTRAL] And that website that you would go to for our portal is located at [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] Oh sorry, I didn't get your name.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Thank you, [PII], for assisting me today. Have a wonderful day.
[AGENT][POSITIVE] Yes, ma'am. Uh-huh. Absolutely, you. I hope you do too, [PII]. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] And so far, thank you so much for your help.
[AGENT][POSITIVE] OK, well then thank you again for calling APL and I hope you have a nice rest of your day also.
[CUSTOMER][NEUTRAL] OK, bye for now.
[AGENT][NEUTRAL] Uh,