AccountId: 011433970860
ContactId: 41624be8-e0c7-4105-987c-0cf9475ef6a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253800 ms
Total Talk Time (AGENT): 90975 ms
Total Talk Time (CUSTOMER): 103892 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/41624be8-e0c7-4105-987c-0cf9475ef6a3_20241230T16:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to verify a patient's um benefits.
[AGENT][POSITIVE] OK, I can help you with your name.
[CUSTOMER][NEUTRAL] I'm calling from [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] And [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Give me one second, let me look for it, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Where you going? No, I just go back into the account, like if you're gonna the key, go into the key. Like you're gonna just go to uh the insurance part. I should tell you right there.
[CUSTOMER][NEUTRAL] OK. OK. Her policy number is 0246.
[CUSTOMER][NEUTRAL] 224, 2244.
[AGENT][NEUTRAL] OK, and what's the
[CUSTOMER][NEUTRAL] MLE
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And is this for service in a doctor's office or is it outpatient hospital or facility?
[CUSTOMER][NEUTRAL] It's for inpatient um benefits maternity.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] So is it for the delivery?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It'd be for delivery or just for like for delivery, yes.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Is it for delivery?
[CUSTOMER][NEUTRAL] Yes, sorry.
[AGENT][NEUTRAL] OK, I don't know if you were talking to me or somebody else.
[CUSTOMER][POSITIVE] Yeah, I'm training that's why I like verifying everything I'm doing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is first name [PII], last name [PII], and date of birth is [PII].
[AGENT][POSITIVE] OK, thank you for that information.
[AGENT][NEUTRAL] Oh, I show the policy effective date is [PII].
[AGENT][NEUTRAL] And this policy is at
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh. The policy is active at this time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm showing a maximum inpatient benefit of $2000 per confinement.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Of course the information um is verification, not a guarantee of payment.
[CUSTOMER][NEGATIVE] Can't find it.
[CUSTOMER][NEUTRAL] OK, and the 2000 is, is it like a deductible out of pocket or it's just per confinement?
[AGENT][NEUTRAL] That's the benefit per calendar year. So this policy is a supplemental gap policy. It's secondary to their major medical plan.
[CUSTOMER][NEUTRAL] That's preandi.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK, do you have any other information about the plan you gave me or just that?
[AGENT][NEUTRAL] About the major medical policy?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, we don't have any information regarding the, uh, major medical. Do you know the major medical carrier is?
[CUSTOMER][NEUTRAL] Uh admin.
[AGENT][NEUTRAL] Yeah, so you would need to call FMed for their benefits.
[CUSTOMER][NEUTRAL] OK, but for this one, that's all, the 2000 per confinement or per county.
[AGENT][NEUTRAL] Up to $2000 per calendar year, that is correct. Any other questions?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Has she met any of the 2000?
[AGENT][NEUTRAL] Let me check.
[AGENT][NEUTRAL] And that's per confinement.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it's for each confinement per confinement.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK and your name?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference, [PII]
[AGENT][NEUTRAL] And first initial last name is [PII]. Any other questions, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that'd be your reference number, the name, and today's date you said, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That will be all.
[AGENT][POSITIVE] Alrighty well thank you for calling APL have a good day, [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] She said that's all she can get