AccountId: 011433970860
ContactId: 79de35a9-540e-4877-89f4-7735f384bbd0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129199 ms
Total Talk Time (AGENT): 29939 ms
Total Talk Time (CUSTOMER): 78474 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/79de35a9-540e-4877-89f4-7735f384bbd0_20250625T22:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I needed an explanation of how
[CUSTOMER][NEUTRAL] Um, benefits work for in hospital benefits versus outpatient.
[CUSTOMER][NEUTRAL] Um, I'm having surgery in a couple of weeks.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, what information would you need to talk to me?
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[AGENT][NEUTRAL] Sure, um, so I will go ahead and say the biggest difference is going to be, uh, what is considered inpatient or in hospital is typically anything that's over a day like if you would stay there for longer than a day, um, some policies I could get your yours pulled up and verify, uh, sometimes it's, um, um, over 18 hours, but that's typically going to be that general rule of thumbing shorter than that would be considered.
[CUSTOMER][NEUTRAL] It does
[CUSTOMER][NEUTRAL] Give her the policy. So there's two policy numbers one is 02478752 M as in Mary L as in Lima.
[CUSTOMER][NEUTRAL] And the number 7.
[CUSTOMER][NEUTRAL] So, uh, a representative from the hospital said, no, you're in the outpatient because you're only scheduled to be in 23 hours.
[CUSTOMER][NEUTRAL] And I think there's some control over that, but if yours is 18 hours, I'm sure that will be sufficient, but how does this work?
[CUSTOMER][NEUTRAL] Oops.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Whenever you call a place like that, you have to give them your policy number. You can't just ask you this.
[CUSTOMER][NEUTRAL] I, I, I know we didn't get that far and it's a generic question anyway. Yeah. It depends on your policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you that your surgery is at 1, you have to be there at [PII]. Please stop talking down to me.
[CUSTOMER][NEGATIVE] You're gonna say, well you just need to be down to, because you're not doing it right.
[CUSTOMER][NEUTRAL] to