AccountId: 011433970860
ContactId: 765fe787-d9d1-49f5-a01a-67be9f0f7ff6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129500 ms
Total Talk Time (AGENT): 75470 ms
Total Talk Time (CUSTOMER): 45517 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/765fe787-d9d1-49f5-a01a-67be9f0f7ff6_20250310T19:44_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, I'm calling from a provider's office needing eligibility and benefits on a patient and um I'm not sure that I'm at the right department.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] No, no, you're, that you're fine. I can certainly help with eligibility and benefits. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's [PII] and I'm calling from Solas Minor Emergency Center.
[AGENT][NEUTRAL] OK, thank you. And what is that policy number working up today, [PII]?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It is 02599126.
[AGENT][NEUTRAL] OK, thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] I appreciate that. Thank you. So first of all, you're asking about eligibility, that policy went into effect on [PII]. It is active. Now, is this like an emergency room or an ER?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, um, we actually file as a PCP office visit.
[AGENT][NEUTRAL] OK, great. I'm just trying to see. So what this is is it's a limited benefit, uh, hospital indemnity policy and normally, uh, what it covers is uh in and out of hospital settings, um.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Let me just check here. Uh, sometimes it will have uh other uh benefits as well, so, um, let me just see what, uh, what is actually listed here.
[CUSTOMER][NEUTRAL] A lot of these, a lot of these are hospital only, but I wasn't sure about hers.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, absolutely. Well, let me just check here on our policy and then we can see what uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because, OK, so what she has is that
[AGENT][NEUTRAL] Yes, hers is main is uh strictly for hospital, for the admission, um, for surgery, that sort of thing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right, can I get a call reference number?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that today's date as a reference. Is there anything else at all I can help with?
[CUSTOMER][POSITIVE] Uh, no, ma'am, that's it. Thank you.
[AGENT][POSITIVE] OK, thanks for contacting AT have a.