AccountId: 011433970860
ContactId: 79088fe3-6ec0-4490-b0cf-605f61853c85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150240 ms
Total Talk Time (AGENT): 96420 ms
Total Talk Time (CUSTOMER): 39319 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/79088fe3-6ec0-4490-b0cf-605f61853c85_20250514T17:50_UTC.wav
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[AGENT][NEUTRAL] contact.
[AGENT][POSITIVE] Hello, thank you for contacting. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, um, I'm calling from Homestead Hospital. I need to get eligibility and benefit for patients.
[AGENT][NEUTRAL] I can help with the eligibility benefits and with whom am I speaking?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], thank you. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] 2556435.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] For [PII], [PII].
[AGENT][NEUTRAL] Thank you. While I'm looking up the uh policy, if I could just have a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Now for outpatient services, we will pick up the deductible, co-payment or co-insurance from the major medical, up to $8700. Um, that is just a verification of the benefits, not a guarantee of payment, and it looks like for the calendar year [PII].
[AGENT][NEUTRAL] [PII], she hasn't used any of her outpatient benefits.
[AGENT][NEUTRAL] Now would you like to know about the inpatient benefits as well?
[CUSTOMER][NEUTRAL] Uh, no, that's fine. Um, pre-certification is not required, right?
[AGENT][NEUTRAL] No, no, it is not. And of course, everything that we talked about is just a verification of guarantee of payment. But yes, because we're the secondary um insurance, we don't require that pre-authorization.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, and where should we send the claims?
[AGENT][NEUTRAL] Our mailing address is [PII].
[AGENT][NEUTRAL] [PII]. That is in [PII].
[AGENT][NEUTRAL] Our zip code is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. I also have a fax number if you would like that, but the fastest way is our online service center at [PII]. That's probably the fastest way to get a claim to us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and can I have your name and the first initial of your last name?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date as a reference. Is there anything else at all that I can help with on the secondary or gap insurance?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's about it. No, that's right. Thank you so much for your help. Have a good day. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No, thanks for contacting us yeah have a good day.