AccountId: 011433970860
ContactId: 6c3a27f9-6e50-4034-98bd-f0d63bace478
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115339 ms
Total Talk Time (AGENT): 65560 ms
Total Talk Time (CUSTOMER): 38779 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/6c3a27f9-6e50-4034-98bd-f0d63bace478_20250403T13:49_UTC.wav
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[AGENT][NEUTRAL] Contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], good morning. I was calling to get some help with verifying eligibility for a patient.
[AGENT][NEUTRAL] I can help with eligibility. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII] last initial [PII]
[AGENT][NEUTRAL] So, thank you. What's that policy number we're looking at today?
[CUSTOMER][NEUTRAL] Thank you as well. Policy number shows 02301069.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] I have [PII], I'm sorry [PII] uh [PII].
[AGENT][POSITIVE] I appreciate that. While I'm looking this up, if I could just have a callback number, please, in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active.
[AGENT][NEUTRAL] This policy picks up the deductible, yeah, certainly, is there anything else at all I can tell you? Benes, anything at all?
[CUSTOMER][POSITIVE] Alrighty and then.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, sorry I cut you off while you're going over the benefits. I, I will take that information go ahead.
[AGENT][NEUTRAL] OK, yes, well, I was, I was just gonna tell you, [PII] that the policy picks up the deductible, co-payment or co-insurance for in and out of hospital settings only. Um, so for outpatient hospital, it will pick up the deductible, co-payment or co-insurance up to $500 per occasion. For inpatient stays of 18 hours or more, it's $2000 per occasion. And of course, that's just a verification as it's not a guarantee of payment. Um, but that's what the, the policy does is the hospital, um.
[AGENT][NEUTRAL] places of surface.
[CUSTOMER][POSITIVE] OK perfect and then a reference for the call.
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that and today's date is our reference.
[CUSTOMER][POSITIVE] Alrighty, thank you so much, Ms. [PII]. You have a great day and stay safe.
[AGENT][POSITIVE] Mhm thanks for contacting AP.