AccountId: 011433970860
ContactId: 41811588-939f-4ad5-9e2e-fed2cc041e1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277880 ms
Total Talk Time (AGENT): 126690 ms
Total Talk Time (CUSTOMER): 87002 ms
Interruptions: 2
Overall Sentiment: AGENT=2.4, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/41811588-939f-4ad5-9e2e-fed2cc041e1a_20250514T12:10_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh, yes, good morning, [PII]. This is [PII]. I'm calling from the facility Wakeman Hospital in [PII]. I am calling to see if prioritization is required on this plan for a member that is admitted right now as inpatient. How are you this morning?
[AGENT][POSITIVE] I'm good. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing good. It's, it's Wednesday, close to Friday. That's good.
[AGENT][POSITIVE] Good. That's right. Hump Day, halfway there. And if you could if you could please give me your name again, I'm so sorry. I didn't catch it all.
[CUSTOMER][POSITIVE] Yes, yes, exactly.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh no, no, no, it's fine.
[CUSTOMER][NEUTRAL] Yeah, sure. It is [PII] and [PII] initial is [PII].
[AGENT][POSITIVE] OK [PII], thank you and what is a good call back number for you please?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Uh, direct line is [PII].
[AGENT][NEUTRAL] Thank you and you're just needing to verify if authorization is required on a an admission, is that correct?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Yes, and also, yes, and also the benefits as well.
[AGENT][NEUTRAL] OK, I can help you with both and [PII], what is the member's policy number?
[CUSTOMER][POSITIVE] OK. Great. Thank you.
[CUSTOMER][NEUTRAL] OK, let me see here. It is 2586425.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] You, you.
[AGENT][NEUTRAL] And you mean the information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh sure. Last name is [PII] and uh first name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and [PII], uh, let's see. Again, any information provided is the verification of benefits and not a guarantee of payment. So I do show that he is the subscriber on this hospital indemnity limited benefit plan and this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And there is no prior authorization required with APL. This is not a major medical plan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And he has a hospital confinement.
[CUSTOMER][NEUTRAL] OK, there's a limited benefits like that.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh. He has a
[CUSTOMER][POSITIVE] Oh, OK, perfect.
[AGENT][NEUTRAL] He has a hospital confinement benefit for inpatient admission greater than 18 hours of $100 per day.
[CUSTOMER][NEUTRAL] OK, $100 per day. OK. Perfect. And one more, one more thing, uh, [PII], you have a, a call reference for me?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, you would actually use my name along with today's date and then [PII], one last thing, once the um claim has been submitted and processed, we do have a portal in which you should be able to check claim status and that website for our portal is located at [PII]
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, let me repeat it. It is [PII].
[AGENT][POSITIVE] That is correct. Yes, ma'am.
[CUSTOMER][POSITIVE] All right, perfect. I think this is it. That's all I have for you today, [PII]. Thank you. Enjoy your day and please stay safe.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, well, thank you very much. I hope you have a great day as well, [PII], and again, thank you for calling APL.
[CUSTOMER][NEUTRAL] They, yeah.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.