AccountId: 011433970860
ContactId: 586cbcef-0644-43af-bc6e-09acc709e8f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227889 ms
Total Talk Time (AGENT): 75851 ms
Total Talk Time (CUSTOMER): 116202 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/586cbcef-0644-43af-bc6e-09acc709e8f9_20250124T14:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I'm calling from the provider's office. I just wanna make sure how much um the patient how um.
[CUSTOMER][NEUTRAL] Available with you guys to cover her uh deliver she's uh pregnant and I wanna make sure I have like the correct address to send the claim to you guys too.
[AGENT][NEUTRAL] Sure, I can assist you with availability benefits. Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, what is the number?
[CUSTOMER][NEUTRAL] Uh, OK, since she's gonna have a baby, I, I should use the one that is in the hospital, right? Because the other number is, um, outpatient, OK, 024.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] 38437 M like Mary L like Larry 7.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, just [PII].
[CUSTOMER][NEUTRAL] And her date of birth, hold on, because I have her son with us, um, [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you, Ms. [PII]. All right. And before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And this is one of our secondary supplemental plan to the major medical.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] OK, for the inpatient maximum, we have 6000 per covered person per calendar year. Let me check if she has to use any. One moment.
[AGENT][NEUTRAL] And she has not used her benefits as of today for [PII].
[CUSTOMER][NEUTRAL] OK, I'm sorry, I was like, you know, somebody was um.
[CUSTOMER][NEUTRAL] Asking me something you said um how much benefits you have?
[AGENT][NEUTRAL] 6000 per covered person per calendar year.
[CUSTOMER][NEUTRAL] You said 6000?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and obviously you know we're starting the year so you haven't made anything right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and then since sometimes they give me like an old car with the old address, I just wanna make sure I have the one that says submit claims to American Public Life and the address is [PII]. Is that OK? Is that right?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That is correct, yes, that is correct. Mhm.
[CUSTOMER][NEUTRAL] OK, and like I said, you know, since she's gonna have the baby in the hospital, which is impatient, I use the ID number I gave you the N7, correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] Got it. OK, and what is your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] Got it thank you so much for your help, OK?
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] You too. No, that's it. Thank you. OK, bye.
[AGENT][POSITIVE] Have a good day. Thank you. Bye bye.