AccountId: 011433970860
ContactId: 386098ae-21f1-490e-a5cc-14d2591d3003
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196380 ms
Total Talk Time (AGENT): 81600 ms
Total Talk Time (CUSTOMER): 65711 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/386098ae-21f1-490e-a5cc-14d2591d3003_20250530T14:00_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, [PII]. My name is [PII]. I'm calling from Jackson West Medical Center and I'm calling to verify a patient's uh secondary insurance.
[AGENT][NEUTRAL] OK. I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Yes, absolutely, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 02058901 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And you were just needing benefits?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Uh, yes, ma'am, for outpatient hospital.
[AGENT][NEUTRAL] OK, I can help you with that. Hold on one moment. This policy canceled [PII]. Let me see if she has an active policy.
[AGENT][NEUTRAL] OK, she does have another policy. So that policy number is 02.
[AGENT][NEUTRAL] 212929.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Perfect, so let me just write that. Let me just confirm 02212929.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And I can give you those benefits. The effective date is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance. Whatever the primary applies to their deductible co-pay or co-insurance, we'll pay up to $1500 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, what's the, uh, I'm sorry, I couldn't, I, I, you skipped out. What's the out of pocket max for outpatient hospital?
[AGENT][NEUTRAL] 1500 per calendar year.
[CUSTOMER][NEUTRAL] Per year and has any of that been met?
[AGENT][NEUTRAL] Hold on just a moment, I'll check for you.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] She has met $13.58.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Perfect, thank you so much, [PII]. I do appreciate your time.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Likewise, bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.