AccountId: 011433970860
ContactId: 57890968-c7bb-4889-9eec-d4ff53b64d15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241160 ms
Total Talk Time (AGENT): 118290 ms
Total Talk Time (CUSTOMER): 99272 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/57890968-c7bb-4889-9eec-d4ff53b64d15_20250411T20:46_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Um, hi, I'm sorry, it cut out as you were saying your name. What's your name?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Hey Ms. So, my name is [PII]. I'm calling from the hospital here in [PII]. How are you?
[AGENT][POSITIVE] I'm good, thank you. How about you, Mister [PII]?
[CUSTOMER][NEUTRAL] Good, I'm good, I'm good. So Ms. So, I have a question. We have a patient by the name of [PII] here. He was admitted on the [PII] for a wound infection and someone has added a generic insurance to his account, and this was the phone number that they left us with.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And he says, um.
[CUSTOMER][NEUTRAL] He says he's got this as a secondary.
[AGENT][NEUTRAL] Alright, I can check on it and check the benefits on the policy. Mr. [PII], may I have a call back? You're welcome. May I have a callback number just in case we get disconnected?
[CUSTOMER][POSITIVE] Thank you, thank you.
[CUSTOMER][NEUTRAL] Yeah, that'll be [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, we have 785155.
[CUSTOMER][NEUTRAL] And Ms. So, from my, from my notes, what's the first initial of your last name, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Good deal good deal thank you. Well, look, I'm, I'm in too, uh.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Uh, and, um, I can miss hang on.
[CUSTOMER][NEUTRAL] And you said this is ATL?
[AGENT][NEUTRAL] APL American Public Life.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Do you have his date of birth?
[CUSTOMER][NEUTRAL] Um, we have [PII].
[AGENT][NEUTRAL] Mm, perfect. Thank you. All right, so it looks like he has a new policy number that the one you provided to me is an old policy. So let me go ahead and give you the correct policy number and then we can go over the benefits, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] Alright. The correct policy number is 0257.
[AGENT][NEUTRAL] 8802.
[CUSTOMER][NEUTRAL] 02578802
[AGENT][NEUTRAL] Yes, that is correct. Um, the effective date we have is [PII] and it is active at the moment.
[CUSTOMER][POSITIVE] Good deal.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let me give you benefits and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And um is this gonna be inpatient or outpatient?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, yeah, it's inpatient.
[AGENT][NEUTRAL] Oh, I look like he's impatient. Yeah, yeah, you told me about the [PII]. OK, yeah, today is the [PII].
[AGENT][NEUTRAL] All right. So for the inpatient benefits, we have 5000 per covered person per calendar year, and this is not a guarantee of payment, just a verification of coverage, but that's what we cover. This is to help the deductibles, co-payment, and co-insurance from the major medical.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And as a secondary, do you guys require inpatient notification or authorization?
[AGENT][NEUTRAL] No, we don't.
[CUSTOMER][POSITIVE] OK, good deal, good deal. That's basically what I needed to know. Do you guys have a fax number for medical records, clinicals, anything like that?
[AGENT][NEUTRAL] Yes, we do. Uh, the fax number is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, you cut out [PII]?
[AGENT][POSITIVE] Yeah, that's perfect, yes.
[CUSTOMER][POSITIVE] Outstanding and is there a call reference number, Ms. So?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name into the state if you will.
[CUSTOMER][POSITIVE] Good deal. Good deal. Thank you, Ms. So. You have a great weekend.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. You as well, Mr. [PII], and thank you for calling APL. Have a good weekend.
[CUSTOMER][POSITIVE] All right, bye. Alright, good deal, good deal. Uh-huh. Let's see.
[AGENT][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Right.