AccountId: 011433970860
ContactId: 84630d63-0455-4a5e-875c-6f64267ba04a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251500 ms
Total Talk Time (AGENT): 115976 ms
Total Talk Time (CUSTOMER): 72329 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/84630d63-0455-4a5e-875c-6f64267ba04a_20250220T19:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] I'm calling to get benefits for a patient.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Homestead Hospital.
[AGENT][NEUTRAL] OK, thank you. And what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] is the first name.
[CUSTOMER][NEUTRAL] [PII] Last name is [PII]
[CUSTOMER][NEUTRAL] And then the policy number is 1154143.
[AGENT][NEUTRAL] OK. And what's the date of birth of the patient?
[CUSTOMER][NEUTRAL] Oh, I'm sorry about that. [PII].
[AGENT][POSITIVE] Thank you so much. And let me look up that policy number.
[AGENT][NEUTRAL] OK, I do show that this policy is no longer active. The policy lapsed on [PII].
[AGENT][NEUTRAL] I'm checking to see if there is an active policy.
[CUSTOMER][NEGATIVE] Alrighty please because she just said that she it was currently active because I told her about an amount due and she's like no that's not right and then she gave me the information.
[AGENT][NEUTRAL] OK, um, yes, they do have an active policy. Let me give you that policy number, that's correct.
[AGENT][NEUTRAL] Um, it's 145.
[AGENT][NEUTRAL] 2963.
[CUSTOMER][NEUTRAL] Oh, I'm sorry. I did not wait for, wait, can I have the new policy number again? I'm sorry.
[AGENT][NEUTRAL] Yes, ma'am. It's 1452963.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Perfect and that one's currently active.
[AGENT][NEUTRAL] And the, yes, effective [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is just.
[CUSTOMER][NEUTRAL] I think she's still taking the same old insurance that's why because or she.
[AGENT][NEUTRAL] Yeah, she must have an old card.
[CUSTOMER][NEUTRAL] Yeah, I'm gonna tell her to take the new one.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, and this is just to verify the coverage. It's not a guarantee of payment. Uh, they have a supplemental insurance policy. It's a gap insurance. It helps with deductible, co-pay, and co-insurance. She has an inpatient benefit amount per calendar year of $6500 and then she also has an outpatient calendar year benefit amount of $5000.
[CUSTOMER][NEUTRAL] OK, so I just need the outpatient, so 5000, has any of it been used?
[AGENT][NEUTRAL] Let me check for you.
[AGENT][NEUTRAL] Be just a sec.
[AGENT][NEUTRAL] They have used $625.20.
[CUSTOMER][NEUTRAL] 600.
[AGENT][NEUTRAL] $625.20 and 20 cents.
[CUSTOMER][NEUTRAL] And $20? 05.
[CUSTOMER][NEUTRAL] 27. So 5, 605 or 20 cents has been used, OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Alrighty, may I have your name please?
[AGENT][NEUTRAL] My name is [PII], it's [PII]
[CUSTOMER][NEUTRAL] And then reference number?
[AGENT][NEUTRAL] You can use my name and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much for your time I appreciate it.
[AGENT][POSITIVE] You're very welcome. I hope you have a good day, Miss [PII]. Thanks so much for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][NEUTRAL] Bye bye.