AccountId: 011433970860
ContactId: 4dacdaf5-4484-48fe-bde3-d495011c3df3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123680 ms
Total Talk Time (AGENT): 66556 ms
Total Talk Time (CUSTOMER): 46098 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/4dacdaf5-4484-48fe-bde3-d495011c3df3_20241230T15:55_UTC.wav
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[AGENT][NEUTRAL] APO this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I'm calling from Houston Methodist Hospital, and I was trying to verify eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility and benefits. And in case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh sure it's [PII].
[AGENT][NEUTRAL] Thank you. And do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, yes, this card is 01612917.
[AGENT][NEUTRAL] Thank you, and it was 01612917?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] For [PII]
[CUSTOMER][NEUTRAL] Please say his last name [PII].
[AGENT][NEUTRAL] And may I have the date of birth?
[CUSTOMER][NEUTRAL] His birthday is [PII].
[AGENT][NEUTRAL] Thank you. OK, I do show this is a meddling plan, so this coverage is secondary. I show it's currently active, effective [PII]. This plan covers outpatient services up to 5000 per calendar year, and there is a plan deductible of $250 per cal.
[AGENT][NEUTRAL] the year and for inpatient, it covers up to 5000 per calendar year and there is a plan deductible of 250 per calendar year for inpatient and I just must advise that this is just a verification of coverage and benefits. It does not guarantee payment.
[CUSTOMER][NEUTRAL] OK, so it'll pick up after his primary, his, his Medicare up to $5000.
[AGENT][POSITIVE] Correct for inpatient.
[CUSTOMER][NEUTRAL] OK and uh what about out.
[AGENT][NEUTRAL] For 5000 and, and as well as in outpatient inpatient up to 5000.
[CUSTOMER][NEUTRAL] Outpatient as well.
[CUSTOMER][POSITIVE] Oh, inpatient, OK, awesome so it's like a supplement plan.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, alright, thank you so much. Oh, can I get your name again?
[AGENT][NEUTRAL] That's [PII] and it's spelled [PII] Is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] That should do it. Thank you so much and have a great day. Bye bye.
[AGENT][POSITIVE] You're welcome. You too. Thanks for calling APL bye.