AccountId: 011433970860
ContactId: 4d34599d-629f-428a-8b9f-f36793659733
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165059 ms
Total Talk Time (AGENT): 66668 ms
Total Talk Time (CUSTOMER): 71002 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/4d34599d-629f-428a-8b9f-f36793659733_20250324T18:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII]. I'm calling from Georgetown Memorial Hospital in [PII] in reference to a patient, um, [PII].
[CUSTOMER][NEUTRAL] I don't know if I'm saying it right, but, um, I just wanna verify his insurance with you guys. What do you need from me?
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, I'll need a callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number. That's the outpatient certificate number on the card.
[CUSTOMER][NEUTRAL] Uh, let's see, it's 8 numbers.
[AGENT][POSITIVE] Yes, I believe so.
[CUSTOMER][NEUTRAL] 025 02521712
[AGENT][NEUTRAL] OK, and please verify his name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII] and Coach, I think that's what he said, [PII]
[CUSTOMER][NEUTRAL] His date of birth? Oh wow, his birthday is tomorrow, [PII], hmm.
[AGENT][NEUTRAL] It sure is.
[CUSTOMER][NEUTRAL] My sister's, yeah, my sister's birthday is tomorrow. She was born in [PII]. Mhm.
[AGENT][NEUTRAL] Oh, really?
[AGENT][NEUTRAL] I'll leave March, baby.
[CUSTOMER][NEUTRAL] I didn't notice that when I went.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK. OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] This was um verification on an emergency room visit today.
[AGENT][NEUTRAL] OK, that
[CUSTOMER][NEUTRAL] At the hospital.
[AGENT][NEUTRAL] OK. For outpatient, um, including ER visits, we cover up to $200 a day, and that's for a co-pay, co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, well, I thank you again, [PII] for calling ATL. You have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you ma'am bye bye.
[AGENT][POSITIVE] You're welcome. Bye.