AccountId: 011433970860
ContactId: 3ceb6aa3-b8f6-4037-8a3d-0c5885f32ef3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200929 ms
Total Talk Time (AGENT): 123679 ms
Total Talk Time (CUSTOMER): 65307 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/3ceb6aa3-b8f6-4037-8a3d-0c5885f32ef3_20250626T13:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] I, I might have pushed the wrong button, but I'm trying to verify eligibility for a patient.
[AGENT][POSITIVE] I'll be glad to help you. What's your name and the member's policy number, please?
[CUSTOMER][NEUTRAL] OK, my name is [PII] and the member's policy number is 02612713.
[AGENT][POSITIVE] Alright, [PII], thank you for all that information. Now while I'm pulling this up for you, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Alrighty [PII], thank you for all that information. Now your patient's name and date of birth today.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Alrighty, uh, [PII], thank you for all that information. Now looks like [PII] is the insured on this hospital indemnity plan. I do show the original effective date is [PII]. Patient is current and active, but I must advise that verification of coverage is not a guarantee of payment on the claim, but you did say you want some type of benefit. Is that correct?
[CUSTOMER][NEUTRAL] Um, so yes, so I hear you say it's an indemnity plan, so does it cover?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] So is it, do you guys do the EOBs? Are we submitting um submitting UBO4s to you guys?
[AGENT][NEUTRAL] Yes, ma'am. You still, uh, submit the original claim. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So, um, does she have emergency room coverage?
[AGENT][NEUTRAL] Alright, let me get over there and pull the benefit up right quick. Give me just a minute. My computer is wanting to be slow this morning, so bear with me a minute. These computers has a mind of their own, don't they?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] Take your time, take your time.
[CUSTOMER][NEUTRAL] They do.
[AGENT][NEUTRAL] It's either it's slow or I'm slow, but it's, it's, it's every day somebody.
[AGENT][NEUTRAL] I guess that's life.
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEGATIVE] Well, when I'm fast, it's not.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, you said emergency room benefit. Is that correct, [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, let's see what she has.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] I see inpatient, um.
[AGENT][NEUTRAL] Yeah, it looks like she does have benefits for that, but we only she only has 4 visits per calendar year and we pay a flat fee of $75. That is it, $75.
[CUSTOMER][POSITIVE] Uh, OK. No problem. Thank you very much. What's your name again?
[AGENT][NEUTRAL] Well, yes, ma'am. My name is [PII], that's [PII] and is that all I can help you with today?
[CUSTOMER][NEUTRAL] Do you have a reference number for me?
[AGENT][NEUTRAL] No, we don't give reference numbers, [PII], but you can use my name in today's date, OK?
[CUSTOMER][POSITIVE] OK. No problem.
[CUSTOMER][POSITIVE] All right then. Well, thank you very much, OK.
[AGENT][POSITIVE] Yes, ma'am, and thanks for calling APO [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.