AccountId: 011433970860
ContactId: 46376535-80d0-46d2-8503-a75257d21627
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 341829 ms
Total Talk Time (AGENT): 123004 ms
Total Talk Time (CUSTOMER): 90943 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/46376535-80d0-46d2-8503-a75257d21627_20250321T14:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], I am [PII] with Ohio Valley Surgical Hospital. Want to verify some eligibility, please.
[AGENT][NEUTRAL] OK, I'm happy to verify eligibility today, [PII]. What's the patient's policy number?
[CUSTOMER][NEGATIVE] Uh, yes, that is where my screen go up here. Oh, that's not right. I don't think. Hold on. Oh, here we go, uh, D 43223373.
[AGENT][NEUTRAL] OK, I unfortunately [PII] can't pull them with that number. Do you have their name or social? I can check that way.
[CUSTOMER][NEUTRAL] Yes, I have a social as [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me try that here, one moment.
[AGENT][NEUTRAL] And [PII], do you have a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Certainly, uh, 9, yeah [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you so much. So the patient does have an active plan. Would you like the policy number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Absolutely. So that's gonna be 02594318.
[AGENT][NEUTRAL] And the effective date on this is [PII].
[CUSTOMER][NEUTRAL] OK, and this is a limited plan?
[AGENT][NEUTRAL] Yes ma'am, limited benefit plans, so it's just gonna pay that set amount depending upon what they're being seen for.
[CUSTOMER][NEUTRAL] OK, um, if I give you a code, are you able to let me know approximately?
[AGENT][NEUTRAL] We don't search codes, but is it like an office visit or?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's for an ultrasound of the thyroid.
[AGENT][NEUTRAL] OK. OK. Let me pull her.
[CUSTOMER][NEUTRAL] Soft tissue neck.
[AGENT][NEUTRAL] I'm pulling their policy. I'm sorry for the wait here.
[CUSTOMER][NEUTRAL] Oh no, you're fine.
[AGENT][NEUTRAL] Thing is moving slow today like it's a Monday or something.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Didn't get the memo. It's Friday. Come on now.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] All right. So it looks like the coverage just shows for medical imaging on here.
[AGENT][NEUTRAL] Um, everything else is really hospital admission or confinement or surgery in a office or hospital.
[AGENT][NEUTRAL] Um, the medical imaging benefit on here is $100 per day. It's a maximum of 2 days per calendar year.
[CUSTOMER][NEGATIVE] They can only have 2 imaging services, 20 2 per calendar, 2 or 2 a day per calendar year.
[AGENT][NEUTRAL] Mhm. And
[AGENT][NEUTRAL] 2 per calendar year. Yeah, 2 per calendar year.
[CUSTOMER][NEUTRAL] What was she saying?
[CUSTOMER][NEUTRAL] 02 per per calendar year. Oh wow, OK, and that was $100 per.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Per imaging, yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Per imaging.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and um OK, I think that's really all I need and your name again?
[AGENT][NEUTRAL] My name is [PII], which is [PII] Yep, and my last initial is [PII], and that's the call reference with today's date.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That is the call with today's date. OK, great, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Alright you too now mm bye bye.
[AGENT][NEUTRAL] Bye bye.