AccountId: 011433970860
ContactId: 39f018d3-3b8c-4686-b9fe-89bf85fab28f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 464359 ms
Total Talk Time (AGENT): 212611 ms
Total Talk Time (CUSTOMER): 207571 ms
Interruptions: 4
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/39f018d3-3b8c-4686-b9fe-89bf85fab28f_20250115T14:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][POSITIVE] Hi, [PII]. Good morning. I, I wanna say that I spoke with you yesterday.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, we were discussing a patient who has American public life, but she outgrew it last year when she turned [PII].
[AGENT][NEUTRAL] OK, yes, um, I do remember that it was, are you [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK perfect um let me take a look and see if anyone's gotten back on that, OK?
[CUSTOMER][NEUTRAL] Yes, please. I spoke with um the patient yesterday and she said she called someone and they told her that she's still active, but I just wanted to verify. She also gave me a phone number.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Do you mind if I put you on a quick hold and um call another department really quick and check in with them?
[CUSTOMER][POSITIVE] Sure, no problem. Go ahead.
[AGENT][POSITIVE] Perfect, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] Hey, I'm great. I got a quick question for you, um, and I don't know if maybe there's someone else I should get in touch with.
[AGENT][NEUTRAL] I'm looking at policy 01829112.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I put a hub request in on this yesterday, um.
[AGENT][NEUTRAL] I'm so sorry. So, I got a call from a provider yesterday and she wanted to know about the eligibility of part two, Ms. [PII] on this. And I saw [PII] was active, but I see she should have aged out. So I told the provider, Hey, I have her listed as active. I'm not really sure, um, because I didn't want to tell her it was active and then put in a hub request and have somebody like, um, you know, make her not active and give her the wrong information, um.
[AGENT][NEUTRAL] And so I'm just wondering like.
[AGENT][NEUTRAL] If she's active, do I just tell him like I guess I want I want to know what to do like if I notice somebody should have been aged out and weren't, should I tell the person like they're not active anymore and then.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, in [PII], I believe they can stay on until they're [PII]. I don't know if we've changed that in our system yet or not to where it goes back to [PII], but [PII], they've, they've been letting these kids stay until they're [PII].
[AGENT][NEUTRAL] Till they're [PII], OK, so not [PII].
[CUSTOMER][NEUTRAL] Mhm. Yeah, in [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's Crazy to me, but
[AGENT][NEUTRAL] OK, perfect. I didn't know that. Well, I didn't know that, so I thought [PII] was the the limit.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And I've heard that that that's the case in all states now, but I haven't heard anything on whether or not.
[CUSTOMER][NEUTRAL] We're, we're taking them off at [PII] because they're not coming out on my report. I get the report every month to take off the overage children.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] I've not been getting any.
[CUSTOMER][NEUTRAL] For [PII] until they're [PII] and then.
[CUSTOMER][NEUTRAL] It's the end of the year that they turned [PII] instead of the end of the month on [PII].
[AGENT][NEUTRAL] Instead of the end of the month, OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Cool. OK, so she's active. It's OK, I just, I guess I didn't realize that. I'm so sorry. um, I just did not wanna tell somebody that they were like, oh yeah, you have coverage, and I put in a hub request and then they didn't and the providers like, well, we called and we said that, you know what I mean.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right. I, I understand, yeah.
[AGENT][NEUTRAL] OK, cool, um, so I'll let them know that I misunderstood and they're they're actually good till they're [PII] and I will, um, yeah, I appreciate that. Thank you so much for the education and I'm really sorry. I guess you guys can just like cancel my hub ticket.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, perfect. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Alright thank you uh huh bye bye.
[AGENT][NEUTRAL] Hey, [PII], are you still there with me?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Hey, ma'am, I'm so sorry. Apparently, the age limit in [PII] is [PII] old, and I was, I just didn't realize that. I'm so sorry.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] No, that's OK. Oh, that's good to know. Maybe I should have had that before I turned [PII].
[AGENT][NEUTRAL] I just, I really didn't wanna tell you she was active and then put in a request and have someone like laps her and then you were like well when we called they said she was active, you know, so.
[CUSTOMER][NEUTRAL] No, I understand. Yeah.
[CUSTOMER][NEUTRAL] Mhm. No, I understand it, don't worry about it. OK, so if she's currently.
[AGENT][POSITIVE] OK, perfect.
[AGENT][POSITIVE] Hey, I appreciate your follow up though.
[CUSTOMER][NEUTRAL] No, of course, yeah, I just wanna make sure that, you know, she, cause her bill's a little high, I wanna make sure she has a supplement that can assist her at least a little, you know what I mean?
[AGENT][NEUTRAL] Yeah, absolutely, um, are you wanting her benefit information then?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Or do you already have that? OK, and I know you already did this, but, oh, I'm sorry.
[CUSTOMER][NEUTRAL] I only have
[CUSTOMER][NEUTRAL] Yes, I, I, no, it's OK. I think we're, we're, uh, delayed a little bit. Um, I only have her effective date which is [PII] I wanna say maybe let me double check in my notes. Hold on, I'm so sorry, um.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, that is right, and I know you did this yesterday, but would you be able to verify for me the just the first and last name?
[AGENT][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] Yes, of course, um, of course, [PII], date of birth, [PII].
[AGENT][POSITIVE] Wonderful. And I do wanna let you know any benefit information I give you over the phone it's just a verification of coverage and not a guarantee of payment. Um, [PII] does have outpatient, you need outpatient, right?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Outpatient benefits of up to $500 per calendar day.
[CUSTOMER][NEUTRAL] Per, she has $500 per day.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is that for the whole year?
[AGENT][NEUTRAL] Uh, it resets every day, all year long.
[CUSTOMER][POSITIVE] Oh wow.
[AGENT][POSITIVE] Yeah, it's pretty nice, ain't it? Yeah.
[CUSTOMER][POSITIVE] That's quite good. OK.
[CUSTOMER][NEUTRAL] Uh-huh. Wow. OK, so her outpatient.
[CUSTOMER][POSITIVE] Wow, Daily, daily, 500, wow, that's crazy.
[AGENT][POSITIVE] Yeah, that's real nice. I'd be wanting to stay on that policy till I was [PII].
[CUSTOMER][POSITIVE] That's a really good plan actually I'm yeah.
[CUSTOMER][POSITIVE] For real, that's, that's, that's such an interesting plan. I've never heard of that like daily. That's wow.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hm.
[AGENT][POSITIVE] Yeah, I think I some of them are like that, some are calendar year, but I like those everyday ones, that's pretty sweet.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah. OK. Awesome. All righty. I'm just gonna put this into the notes.
[CUSTOMER][NEUTRAL] OK, daily 500.
[CUSTOMER][NEUTRAL] And refresh every day. Um, OK, Ms. [PII], thank you so much. I just want to confirm that your last name starts with the letter [PII], correct?
[AGENT][NEUTRAL] You betcha.
[CUSTOMER][POSITIVE] Alrighty, thank you so much for your help, Miss [PII]. I really appreciate it. I'm so glad I was able to speak to you when I called again.
[AGENT][POSITIVE] Yes, no, absolutely. Well, thank you so much, Ms. [PII]. I hope you have such a wonderful day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] My pleasure, take care.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.