AccountId: 011433970860
ContactId: 4fa5bf68-332f-46ca-b9f8-3787d0dc0f6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 312399 ms
Total Talk Time (AGENT): 91751 ms
Total Talk Time (CUSTOMER): 128954 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/4fa5bf68-332f-46ca-b9f8-3787d0dc0f6e_20250424T13:56_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], this is [PII] at Wood County Hospital Presearch. I am trying to find out some information on a patient.
[AGENT][NEUTRAL] OK, I can help you with that. Do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm not sure what I have 2 different numbers and I don't know which one.
[CUSTOMER][NEUTRAL] I will give you the first one that I think 261-6906.
[AGENT][NEUTRAL] OK, and the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Does she have a different alternate name? I've got the same last name, same date of birth, but I've got a different first name.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII] is what's on her cards.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And then what were you checking on?
[CUSTOMER][NEUTRAL] I'm trying to figure out what.
[CUSTOMER][NEUTRAL] I have two different cards and I don't know what this other card is that there's an employee ID number. Is that just for her?
[CUSTOMER][NEUTRAL] Employer and not her insurance ID number?
[AGENT][NEUTRAL] Um, what, what's the other card? Does it have a policy certificate number?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] It says Hamilton Riker it says.
[CUSTOMER][NEUTRAL] Employee ID and employee name and then medical coverage.
[CUSTOMER][NEUTRAL] I don't know what this.
[AGENT][NEUTRAL] I don't know what that is. Yeah, we just got, so with us, with American Public Life, we just have a hospital indemnity policy with her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And if she were to have an MRI and an ultrasound.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Would prior authorization be required?
[AGENT][NEUTRAL] Um, no, we don't require prior author or pre-cert for any of our procedures or policies.
[CUSTOMER][NEUTRAL] OK, and then what I guess what type of benefit is this? What, what would be covered for that to tests?
[AGENT][NEUTRAL] This is not a guarantee of payment basic outline of our policy.
[AGENT][NEUTRAL] OK, so let's see.
[AGENT][NEUTRAL] It's a very limited plan. Um, it's just like a supplemental hospital indemnity, so it pays a certain dollar amount for certain procedures.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She has
[AGENT][NEUTRAL] And you said it was an MRI, is that right?
[CUSTOMER][NEUTRAL] Yeah, she's having an MRI and then an ultrasound of her gallbladder, an MRI abdomen, and yeah, so two different tests, diagnostic tests.
[AGENT][NEUTRAL] It looks like for diagnostic testing, let's see.
[AGENT][NEUTRAL] The max it will pay is $100. So it's just like I said, it's a very limited policy.
[CUSTOMER][NEUTRAL] $100 for both both of those tests? Oh wow.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah, just, just the MRI actually would be what would be covered under that $100.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh boy, OK, that doesn't cover very much.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so then the the patient just pays out of pocket for the rest? Wow, OK.
[CUSTOMER][NEUTRAL] That's a little crazy.
[AGENT][NEUTRAL] I don't know if she has another.
[CUSTOMER][NEUTRAL] Is it possible that she has any other different plan that you guys can see, or is this all she has or you can't tell me that?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I can see if we have anything else listed.
[AGENT][NEUTRAL] Yeah, I don't have any major medical information. It's blank, so.
[CUSTOMER][NEUTRAL] So she just has this, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, is there a reference number to this call?
[AGENT][NEUTRAL] It's just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, all right, thank you for your help.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.