AccountId: 011433970860
ContactId: 5fae2b33-1ca5-49d2-8ce2-d8612625c6e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214160 ms
Total Talk Time (AGENT): 95198 ms
Total Talk Time (CUSTOMER): 75772 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/5fae2b33-1ca5-49d2-8ce2-d8612625c6e2_20250128T15:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from University Hospital's Cleveland Medical Center. I'm calling to start a pre-cert on an inpatient admission, please. And did you say your name is [PII]?
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] Last initial is [PII].
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] OK. And my name is [PII], last initial [PII], and I'm calling on um a patient that was here in December that we just found out has APL insurance.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Do you have um go ahead [PII] please and give me a call back number in case we get disconnected and I can call you back.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Thank you [PII], and what is that policy certificate or member ID number you have please?
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] 02566961
[AGENT][POSITIVE] Thank you and just give me one moment please.
[AGENT][NEUTRAL] And can I please have you verify patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's last name is [PII], first name [PII] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And just give me one moment to pull up there.
[AGENT][NEUTRAL] Information and you said it was in December. Can you tell me the date, uh, [PII]?
[CUSTOMER][NEUTRAL] Yes. Patient came in on [PII] and discharged on the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Now just to let you know this is a verification of their coverage only not a guarantee of payment so their policy um that they had with us, it is no longer active however, the effective date.
[AGENT][NEUTRAL] With [PII].
[AGENT][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] Um, and it lapsed, uh, in [PII].
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, so it.
[AGENT][NEUTRAL] So their coverage was good until [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, um, this policy, uh, [PII] is a limited medical hospital indemnity.
[AGENT][NEUTRAL] Um, it does not require any sort of pre-cert or in or outpatient services.
[AGENT][NEUTRAL] Um, however, it is limited medical benefits. Did you need any, um, benefit information, or you're just checking on pre-cert?
[CUSTOMER][NEUTRAL] No, I'm just checking on precer um so it's an indemnity policy, so nothing is required, correct? No notice of admission or or clinical.
[AGENT][POSITIVE] That's correct, mhm, right, yeah.
[CUSTOMER][NEUTRAL] OK, can you call reference number please?
[AGENT][NEUTRAL] Certainly, and the call reference number you would use my name and today's date and again it is [PII] last initial [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Today is the [PII].
[CUSTOMER][POSITIVE] OK. Thank you very much for your help.
[AGENT][NEUTRAL] Did you have any other questions, [PII]?
[CUSTOMER][POSITIVE] No, all I needed. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Mm