AccountId: 011433970860
ContactId: 5b25eac9-3dfd-4c2c-a0fa-8469eb15dcfb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168820 ms
Total Talk Time (AGENT): 76241 ms
Total Talk Time (CUSTOMER): 83744 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/5b25eac9-3dfd-4c2c-a0fa-8469eb15dcfb_20250319T18:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], uh, my name's [PII]. I was calling from the Northside Hospital Labor and Delivery pre-registration department here in [PII], and I was trying to get a patient's inpatient hospital benefits for their upcoming maternity stay with us.
[AGENT][POSITIVE] OK. Happy to help today a friend. Do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, I do. It is 02572543, M as in Mary, L as in Larry, and 7, number 7.
[AGENT][POSITIVE] Thank you so much. And then what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure, they have, let me pull that up. Patient's name is [PII] and date of birth is [PII] or [PII].
[AGENT][POSITIVE] All right, thank you so much. So the patient is active. Uh, the effective date on this is [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And it looks like the inpatient benefit amount calendar max for the year is $3000. Uh, this is their secondary insurance, so it covers deductible, co-pay, co-insurance. The primary does not, and that is the verification of benefits, not guarantee of payment.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] And then that, so there, so make sure I have my notes right. So there this secondary plan, it's a $3000 is that a deductible or like some sort of supplement some inpatient indemnity plan or something like that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Right, we're a supplemental plan. So, um, yeah, it's meant to bridge the gap between their primary and um then us. So we'll pay out a maximum of $3000 and that would be for their deductible co-pay or co-insurance that their primary doesn't cover.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so deductible copay.
[CUSTOMER][NEUTRAL] Or coinsurance.
[CUSTOMER][NEUTRAL] Alrighty, so I will note that on there. Is there any kind of call reference number for this?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial in today's date. My name again is [PII], which is [PII] Last initial is [PII], and then today's date.
[CUSTOMER][POSITIVE] Alrighty, I sure appreciate your assistance, Ms. [PII]. You have a good day.
[AGENT][POSITIVE] You as well take care.
[CUSTOMER][POSITIVE] Alrighty thank you bye bye.
[AGENT][NEUTRAL] Bye bye.