AccountId: 011433970860
ContactId: 77adbb5c-093d-4c12-8803-12abda644623
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211259 ms
Total Talk Time (AGENT): 111356 ms
Total Talk Time (CUSTOMER): 55176 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/77adbb5c-093d-4c12-8803-12abda644623_20250425T18:28_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] I'm trying to verify uh benefits and eligibility for a patient.
[AGENT][POSITIVE] Yeah, sure. I can assist you with the eligibility and benefits. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[CUSTOMER][NEUTRAL] Callback number [PII] option number 2.
[AGENT][NEUTRAL] May I have the name of the facility you're calling from, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah, calling you from the Christ Hospital of [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, I have that is 202596148.
[AGENT][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and that's gonna be [PII].
[AGENT][NEUTRAL] 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. And we have an effective date of [PII]. It is active at the moment and this is one of our limited hospital indemnity policies.
[AGENT][NEUTRAL] Um, with this policy, see we have benefits for.
[AGENT][NEUTRAL] At mission
[AGENT][NEUTRAL] And the confinements. Um, was this due to a surgery or was it just an admission?
[CUSTOMER][NEUTRAL] No, it was, it was due to neither, uh, they, they added the plan on brand new, so I'm just trying to figure out how the plan works, um.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So this is just for the event of hospital admissions.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I have several other benefits, but is this specific. Um, what type of services do you run?
[CUSTOMER][NEUTRAL] This is pertaining to lab work. They came in for lab work and the physical.
[AGENT][NEUTRAL] Lab work. No, this one doesn't cover lab work.
[CUSTOMER][NEUTRAL] OK, and what network does the plan use?
[AGENT][NEUTRAL] If the provider participates with multi-plan, they can um they can get that additional discount, but it is not required. We're not contracted. There's no network. It's just a limited policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I understand there's a plan is a payer ID.
[AGENT][NEUTRAL] And the payer ID on this one, let me check and see.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, that's 64556.
[CUSTOMER][NEUTRAL] Let's see here. All right and then uh.
[CUSTOMER][NEUTRAL] I just need a reference for our call.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in the state if you will. You need a spelling or any other information?
[CUSTOMER][NEUTRAL] Yeah, it's the spelling.
[AGENT][NEUTRAL] OK, sure. That's S as in Sam, O as in Oscar, L as in Lima. Last initial M [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Yeah.