AccountId: 011433970860
ContactId: 5527250e-5d98-44e2-b8bb-a78331792667
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207979 ms
Total Talk Time (AGENT): 95665 ms
Total Talk Time (CUSTOMER): 71608 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/5527250e-5d98-44e2-b8bb-a78331792667_20250508T21:48_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Saint Francis coordination of benefits department, and I was calling to verify if coverage is active for a patient. I do need to let you know the entire call is monitored and recorded for quality and compliance purposes.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. Um, I can help you with eligibility and benefits for a patient. Can I please get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, it is the [PII] and the policy number is 01986373. Date of birth is [PII].
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that this policy for [PII] is no longer active. The policy did terminate on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check though, make sure that she doesn't have another one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it wasn't reissued. Yes, she does have another one. Let me give you the good policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] The policy number is 2566484.
[AGENT][NEUTRAL] The policy is active and current and the effective date is [PII].
[CUSTOMER][NEUTRAL] OK, alright, I just want to confirm that information. So the old one termed 11 of 25, new policy number 2566484 and became effective [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, and this is a secondary plan only, is that right?
[AGENT][NEUTRAL] Yes, ma'am, and this is just to verify benefits. It's not a guarantee of payment. This is a supplement that is billed secondary to the primary. It helps with deductible, co-pay, and co-insurance. She has an inpatient calendar year benefit amount of $3000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then she also has an outpatient benefit amount per calendar year of $3000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I appreciate you checking all of that for me and then do you have a reference number?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much for your help today, [PII]. I hope you have a great rest of the day.
[AGENT][POSITIVE] Well, you too, Miss [PII], and thank you for calling APL. You take care now.
[CUSTOMER][POSITIVE] Thank you and thank you, same to you bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.