AccountId: 011433970860
ContactId: 45465a40-4143-4ea7-99a1-33537e91a18f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124440 ms
Total Talk Time (AGENT): 87880 ms
Total Talk Time (CUSTOMER): 29138 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/45465a40-4143-4ea7-99a1-33537e91a18f_20250324T20:19_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I'm calling from Hilton Head Hospital and I'd like to verify eligibility please.
[AGENT][POSITIVE] Yes, ma'am, [PII]. I'll be glad to help you. Go ahead and give me a good policy number, please, ma'am.
[CUSTOMER][NEUTRAL] 02277926
[AGENT][NEUTRAL] Alrighty, [PII], thank you for that. And while I'm pulling this information up, go ahead and give me a good return telephone call number please, ma'am.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, [PII], thank you so much for all that information. Now, what's your patient's name and date of birth today, please, ma'am?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alrighty, thank you for that. All that information looks like [PII] is a dependent spouse on this medical supplemental plan. They show the original effective date. [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, [PII]?
[CUSTOMER][NEUTRAL] Emergency room.
[AGENT][NEUTRAL] Alright, let me get that benefit pack pulled up. Let's see. Now, of course, what we are is the medical supplemental plan. So the only thing that we will pick up and pay on is anything that is for sickness and injury that is applied towards patients deductible, co-pay, or co-insurance at the primary insurance carrier.
[AGENT][NEUTRAL] Now the outpatient um or ER benefit here is no pre-cert, no deductible, and they have a $500 benefit payable per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][NEUTRAL] Well, yes, ma'am. Is that all I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Yes, that's it thank you.
[AGENT][POSITIVE] Alrighty, yes ma'am, and thank you for calling APL Le. You have a great rest of your day.
[CUSTOMER][NEUTRAL] Same to you bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.