AccountId: 011433970860
ContactId: 7feca24e-f99e-498a-87c9-77962b24c462
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132279 ms
Total Talk Time (AGENT): 66729 ms
Total Talk Time (CUSTOMER): 29259 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/7feca24e-f99e-498a-87c9-77962b24c462_20250429T18:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I want to check eligibility and benefits please for a patient.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. Call back number [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Policy number 02.
[CUSTOMER][NEUTRAL] 555
[CUSTOMER][NEUTRAL] 891
[AGENT][NEUTRAL] OK. Thank you and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][POSITIVE] Impatient and what was your name? I'm sorry?
[AGENT][NEUTRAL] Um, my name is [PII]. Um it's spelled [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] No problem. And for inpatient, we cover up to $5000 per admission.
[AGENT][NEUTRAL] And that's 5000 for the co-pay, the co-insurance and deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK, so 5000 for admission?
[AGENT][NEUTRAL] Yes, ma'am. This is for inpatient, right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, that's correct. Yeah, 5000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Nope, that would be all. Thank you for your help.
[AGENT][POSITIVE] OK. Thank you again, [PII] for calling APL. Have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you.