AccountId: 011433970860
ContactId: 7366bd23-8cda-4eca-8f2f-6391bf7058ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249699 ms
Total Talk Time (AGENT): 101076 ms
Total Talk Time (CUSTOMER): 94870 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/7366bd23-8cda-4eca-8f2f-6391bf7058ea_20250317T20:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I needed to verify um benefits please.
[AGENT][POSITIVE] OK Miss [PII] I can help you with benefits uh can I please get uh your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm [PII].
[AGENT][NEUTRAL] Thank you and then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Cleveland Area Hospital.
[AGENT][NEUTRAL] Thank you. And can you please give me the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh my goodness, where did it go?
[AGENT][POSITIVE] Go ahead and take your time.
[CUSTOMER][NEUTRAL] I have too many windows open. I'm sorry.
[AGENT][NEUTRAL] Oh, no, it's OK. I understand.
[CUSTOMER][NEUTRAL] You know, and you've got like 12 windows you gotta have open.
[AGENT][NEGATIVE] Right. And then you gotta close them all and then you wish you hadn't cause you needed them again.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes, well, I thought I had it sitting behind this one, but it's OK. I'll just look it up again.
[CUSTOMER][NEGATIVE] This one's just giving me heck.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, here she is secondary, OK, so we're thinking this is secondary and.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That ID number is 02273.
[CUSTOMER][NEUTRAL] 691.
[AGENT][NEUTRAL] OK, let me pull her up real quick.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. And can you just give me Ms. [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] Yes, ma'am. That is [PII].
[AGENT][NEUTRAL] Thank you. OK, I do show that she does have an active policy with us. Her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. You are correct. This is a secondary policy that's billed after her primary. It's a gap insurance that helps with deductible, co-pay and co-insurance. So what she has is if she goes inpatient, she has a calendar year benefit amount of $2000.
[AGENT][NEUTRAL] An outpatient a calendar year benefit amount of $2000 to help with deductible co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So this is not necessarily Medicare supplement then.
[AGENT][NEUTRAL] No, it, it's, it has, right.
[CUSTOMER][NEUTRAL] This gap insurance.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I think it's just um it's just confusing because of her age somebody has put it in the system wrong, OK, yeah, because she does have commercial care um as her primary, not Medicare.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Oh no
[AGENT][NEUTRAL] Mm. Right.
[CUSTOMER][NEUTRAL] All right, I, I think that's everything I need. Do you have call reference numbers?
[AGENT][NEUTRAL] Ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] All right, [PII], thank you so much and you have a great rest of your week.
[AGENT][POSITIVE] You too, Ms. [PII], and thank you for calling APL. You have a good rest of your week also. Alright bye bye ma'am.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, bye bye.