AccountId: 011433970860
ContactId: 6a7432ac-6c5b-4b2a-9381-e7c10f1e4fbd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172720 ms
Total Talk Time (AGENT): 55721 ms
Total Talk Time (CUSTOMER): 61480 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/6a7432ac-6c5b-4b2a-9381-e7c10f1e4fbd_20250606T15:06_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from facility. I like to verify this patient's um eligibility and benefit.
[AGENT][POSITIVE] OK, I can help you with eligibility and benefits, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, I do. It is [PII].
[AGENT][NEUTRAL] Thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] It is 02604421.
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] Names under [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Looks like her policy is effective [PII].
[AGENT][NEUTRAL] And was this for hospital services or?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's for outpatient hospital surgery.
[AGENT][NEUTRAL] Um, not a guarantee of payment, basic outline of the policy.
[AGENT][NEUTRAL] Let me get that pulled up, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it looks like she has a $1000 per day benefit for outpatient surgery in a hospital and a max of two days per calendar year.
[CUSTOMER][NEUTRAL] Only cover 1000.
[AGENT][NEUTRAL] Yes, this is a limited hospital indemnity plan, so it's not like a major medical or.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, so it's only covered 1000, OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Per surgery.
[CUSTOMER][NEUTRAL] Um, then there's no deduct or nothing. You only cover 1000. The rest of the, it's the patient's responsibility, am I correct?
[AGENT][NEUTRAL] Um, we can't, I can't instruct you on patient responsibility. I can just simply state what is the payout for this policy. So the maximum pay is 1000, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got you. Alright, and this will be all for today, uh, Ms. [PII], may I have a reference number for the call, please?
[AGENT][NEUTRAL] Uh, reference number is my name, [PII]. First initial to last name is [PII], and today's date.
[CUSTOMER][POSITIVE] Great, thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a good weekend.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] Bye.