AccountId: 011433970860
ContactId: 51c29c7b-e303-425c-80a0-772a97ca8a66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135119 ms
Total Talk Time (AGENT): 74896 ms
Total Talk Time (CUSTOMER): 39632 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/51c29c7b-e303-425c-80a0-772a97ca8a66_20250204T16:48_UTC.wav
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[CUSTOMER][NEUTRAL] You.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name's [PII]. I'm calling for eligibility and benefits regarding a patient that's um with us right now in the emergency.
[CUSTOMER][NEUTRAL] The last name
[AGENT][NEUTRAL] OK, um, yeah, I can check eligibility and uh it was emergency room visit or benefits, I'm sorry.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes, I can check that for you. um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, so it's 02462245 ML 7.
[AGENT][NEUTRAL] All right, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, [PII], date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays. If you'll give me one moment, I will check that benefit for you.
[AGENT][NEUTRAL] OK, so emergency rooms are going to be covered under their outpatient benefit. Give me just a moment, I'll get that out for you.
[AGENT][NEUTRAL] And of course I will let you know verification of coverage is not a guarantee of payment for claims, so their outpatient benefit is on a per calendar day basis, so it pays $750 max per calendar day.
[CUSTOMER][NEUTRAL] OK, can I have a reference number for this call?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh so name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Um, no, so it will be your first, um, your name and the initial to your last name and today's date.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, alright, no that's gonna be all thank you.
[AGENT][POSITIVE] All right. Thank you for calling. Yeah, have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.