AccountId: 011433970860
ContactId: 6c88a684-1007-4e39-940d-66eccccffa30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158320 ms
Total Talk Time (AGENT): 66593 ms
Total Talk Time (CUSTOMER): 52328 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/6c88a684-1007-4e39-940d-66eccccffa30_20250401T19:56_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I am calling. I'm calling from Allstar Windy Hill Hospital. I'm calling to see if you guys are in network with us and whether or not, uh, our benefits for a patient that's coming in for a scan.
[AGENT][NEUTRAL] OK, I can help with the benefits. Um, did you say [PII], is that right?
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, do you have the patient ID?
[AGENT][NEUTRAL] Our policy number?
[CUSTOMER][NEUTRAL] I do. It is policy number 026-04864.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what's a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what's that patient name and date of birth?
[CUSTOMER][NEUTRAL] His name is [PII].
[CUSTOMER][NEUTRAL] Uh, date of birth is one.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, we don't have a network and the.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Uh, effective date of the policy is [PII] and it's active current.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And you say it was outpatient hospital, is that correct?
[CUSTOMER][NEUTRAL] Correct, mhm, uh, radiology, he's here for a CT scan.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's see, pulling up his policy. Give me one moment.
[AGENT][NEUTRAL] Um, so he does have a, so this is like a hospital indemnity plan, it's like a supplemental policy, um.
[AGENT][NEUTRAL] It doesn't coordinate with any other policies. It just pays out a certain dollar amount for certain services. So for medical imaging, which would include a CAT scan, it would pay $100 per day, um, up to 1 day per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So this plan would basically just pay $100 for a CT scan.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] All right, sounds good is there a reference number?
[AGENT][NEUTRAL] Uh, reference number is just my first name, [PII], first initial last name, [PII] as in [PII], and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right sounds good thank you so much [PII] you have a great day.
[AGENT][POSITIVE] Thank you for calling APL you too.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.