AccountId: 011433970860
ContactId: 55b11587-2e47-491e-a9e4-656cb1b6ab57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238240 ms
Total Talk Time (AGENT): 87803 ms
Total Talk Time (CUSTOMER): 69102 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/55b11587-2e47-491e-a9e4-656cb1b6ab57_20250127T17:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII] calling from Memorial Regional Hospital. I was just calling to check on benefits for a patient.
[AGENT][NEUTRAL] OK, I can help you with benefits, Ms. [PII]. Can I get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII], the direct line.
[AGENT][NEUTRAL] Thank you. And then what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his policy number, please?
[CUSTOMER][NEUTRAL] Um, he didn't provide me his policy number, but he provided me the group number. Is that OK?
[AGENT][NEUTRAL] Uh, we can look it up with group number or if you have a social security number it'll pull right in for us.
[CUSTOMER][NEUTRAL] Uh, no, he didn't provide me any of that, just the group number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the group number?
[CUSTOMER][NEUTRAL] Um, that's 16,460.
[AGENT][NEUTRAL] OK, let me look and see.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I have found him.
[CUSTOMER][NEUTRAL] All right, perfect. And I'm sorry, can I get that policy number just for my reference, please?
[AGENT][NEUTRAL] Absolutely it's 233.
[AGENT][NEUTRAL] 9382.
[AGENT][NEUTRAL] And his policy is active. His effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is just to verify his coverage. It's not a guarantee of payment. He has a supplemental insurance policy that is billed secondary to the primary. It's a gap insurance that helps with deductible, co-pay, and co-insurance. He has an inpatient benefit amount per calendar year of $6000 then he has an outpatient per calendar day benefit of $500.
[CUSTOMER][NEUTRAL] OK. So $500 per day for outpatient, correct?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much, [PII] and since it is a supplemental plan, uh, authorization is not needed, correct?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Perfect. And can I also please get a reference number for the call and your last name initial?
[AGENT][NEUTRAL] Yes ma'am, it's uh [PII]
[AGENT][NEUTRAL] And my last initial is A.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that would be for the reference number as well, correct?
[AGENT][POSITIVE] Yes ma'am my name in today's date, yes ma'am.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII], for your help. I really appreciate it.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a great rest of your week and thank you very much for calling APL.
[CUSTOMER][POSITIVE] Thank you, same to you.
[AGENT][NEUTRAL] Mhm. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye-bye.