AccountId: 011433970860
ContactId: 56535f47-5dce-46e8-97fc-79beadb55388
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195300 ms
Total Talk Time (AGENT): 97585 ms
Total Talk Time (CUSTOMER): 41887 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/56535f47-5dce-46e8-97fc-79beadb55388_20250113T17:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling on behalf of Homestead Hospital to verify member eligibility and benefits for an ER visit with us.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits, sir. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII], initial to my last name [PII], and the callback number [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What's the patient's name?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[CUSTOMER][NEUTRAL] Looks like
[CUSTOMER][NEUTRAL] [PII] spelled [PII] [PII]
[AGENT][NEUTRAL] OK and then what's [PII]'s date of birth please?
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK, and then what is his policy number?
[CUSTOMER][NEUTRAL] I have 02550827.
[AGENT][POSITIVE] OK, let me pull him in real quick so I can get those benefits for you and the eligibility.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. His effective date is [PII].
[AGENT][NEUTRAL] And this is to verify his coverage. It's not a guarantee of payment. This is a supplemental insurance policy that helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] Uh, he does have a benefit of amount of $3000.
[AGENT][NEUTRAL] Per calendar year for inpatient and then you're wanting ER specifically so let me look up that benefit real quick for you.
[AGENT][NEUTRAL] He does have um.
[AGENT][NEUTRAL] Let's see outpatient.
[AGENT][NEUTRAL] He has an outpatient benefit of $3000 per calendar year that helps with deductible, co-pay or co-insurance, and it does cover the ER.
[CUSTOMER][NEUTRAL] All righty, and what is the group name?
[AGENT][NEUTRAL] The group name is.
[AGENT][NEUTRAL] Hold on, let me get to that screen it's ITransportation Services Inc.
[CUSTOMER][NEUTRAL] Alrighty, and did you say your name is [PII]?
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] OK, thank you for your time today.
[AGENT][POSITIVE] You're very welcome, [PII]. You have a blessed week and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][POSITIVE] You're welcome