AccountId: 011433970860
ContactId: 70357900-8f33-451b-869d-210738cf98fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197649 ms
Total Talk Time (AGENT): 103651 ms
Total Talk Time (CUSTOMER): 70183 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/70357900-8f33-451b-869d-210738cf98fe_20250318T15:04_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is how may I assist you?
[CUSTOMER][NEUTRAL] Uh yes ma'am. I have a patient, um, that was admitted for delivery, um, she gave birth and I was wanting to check benefits for her.
[AGENT][NEUTRAL] OK, sure. I can assist you with inpatient benefits and may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Mm. OK. And may I have the name of the facility you're calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] Loveless Regional Hospital of Roswell.
[AGENT][NEUTRAL] OK, thank you. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Policy number is 02603064.
[AGENT][NEUTRAL] OK, may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. All right, and before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer.
[AGENT][NEUTRAL] And this is one of our hospital indemnity plan, which is a limited plan.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] With this one we have an admission benefit of 2000.
[AGENT][NEUTRAL] With the daily hospital confinement of $50 per day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So she has primary coverage with Blue Cross Blue Shield. Does this mean, um, you'll pick up $20,050 per day of her total bill?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, so 2000 and then 50 per day.
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][POSITIVE] Perfect. All right, can I get a claims address?
[AGENT][NEUTRAL] All right, sure. Um, let me check and see where this one goes. We have the address, let's see. OK, so this one comes to us, so that will be [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And we also have a fax number if you need it.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] Fax number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much. Can I get a call reference?
[AGENT][NEUTRAL] Mhm, we don't have reference numbers. You can use my name in today's state if you will, Miss [PII].
[CUSTOMER][NEUTRAL] OK, can you spell your first name?
[AGENT][NEUTRAL] Sure, that's [PII], last initial [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day, Miss [PII]. You as well. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Have a good day thank you bye bye.