AccountId: 011433970860
ContactId: 56808517-683c-430f-bec9-6f7c7dc24bd4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 294119 ms
Total Talk Time (AGENT): 107300 ms
Total Talk Time (CUSTOMER): 119540 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/56808517-683c-430f-bec9-6f7c7dc24bd4_20250324T19:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I'm calling from Jackson Memorial Hospital to verify uh gaps for a member.
[AGENT][NEUTRAL] OK, I can help you with the benefits, Ms. [PII]. Can I please get your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] It is [PII], Jackson Memorial Hospital.
[AGENT][POSITIVE] Thank you so much. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Policy number she didn't give me, but the patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK and then what is [PII]'s um do you have the social security number so I can pull in to see?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, let me see if I have the mom's because she said he's covered under hers.
[AGENT][NEUTRAL] OK, that'll work.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I have the first two digits of the Social Security number? I missed those.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] The I am let me look that up.
[AGENT][NEUTRAL] And what is mama's name?
[CUSTOMER][NEUTRAL] Mom's name is [PII]. Last name is [PII]
[AGENT][POSITIVE] OK, I think I have it right here.
[AGENT][NEUTRAL] OK. I do show that [PII] does have an active policy.
[AGENT][NEUTRAL] The effective date is [PII]. Let me give you that policy number since you didn't know it.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] It's 2605256.
[CUSTOMER][NEUTRAL] That's 2605256.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and one quick question before we complete our call, it's gonna cover any out of pocket expenses, um.
[CUSTOMER][NEUTRAL] Not well, not any additional patient responsibility. That's what I should say.
[AGENT][NEUTRAL] Um, no, this policy is, and this is just to verify benefits. It's not a guarantee of payment. This is a supplemental policy that helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] They have an
[CUSTOMER][POSITIVE] That's what I meant. I'm sorry.
[AGENT][NEUTRAL] That's OK. They have an inpatient calendar year benefit amount of $1500 and then they also have an outpatient calendar year benefit amount of $1000.
[AGENT][NEUTRAL] To go towards co-pay, deductible and co-insurance. Yes.
[CUSTOMER][NEUTRAL] OK, it's a $1000.
[CUSTOMER][NEUTRAL] OK, so it's a $1000 max.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Towards
[CUSTOMER][NEUTRAL] Deductibles and copay.
[CUSTOMER][NEUTRAL] Per calendar year.
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] OK, well, he's gonna be for a calendar year.
[CUSTOMER][NEUTRAL] Alright, my handwriting got real sloppy at the end. OK, and you say your name was again, please?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] And the initial for your last name [PII]?
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] Is there a reference number for our call?
[AGENT][NEUTRAL] Yes [PII], you can use my name and today's date.
[CUSTOMER][POSITIVE] Alright, thank you so much for your time, [PII], you have an awesome day.
[AGENT][POSITIVE] You too, Ms. [PII]. Thank you for calling APL. Is there anything else I can help with before we go?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, thank you too and thank you for calling APL bye bye.
[CUSTOMER][POSITIVE] Have a great day.
[CUSTOMER][NEUTRAL] Bye-bye.