AccountId: 011433970860
ContactId: 855866b4-e4ff-4fac-a304-84bf36ddec40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226279 ms
Total Talk Time (AGENT): 112653 ms
Total Talk Time (CUSTOMER): 67352 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/855866b4-e4ff-4fac-a304-84bf36ddec40_20250218T21:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] with Jenny Strip Medical Center Financial Clearance. I was calling to get um health plan benefits for a patient.
[AGENT][POSITIVE] OK Miss [PII] I can help you with the benefits.
[AGENT][NEUTRAL] Can I get the name of the facility you said you were calling from one more time please?
[CUSTOMER][NEUTRAL] Jenny Stewart Medical Center.
[AGENT][NEUTRAL] [PII], OK, thank you. And then what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And the patient's name, date of birth, and policy number.
[CUSTOMER][NEUTRAL] OK, her name is [PII], and date of birth is [PII], and her policy number is 02564663.
[AGENT][POSITIVE] OK thank you so much and you needed the.
[AGENT][NEUTRAL] Eligibility of the patient, is that correct?
[CUSTOMER][NEUTRAL] I'm sorry, you cut out.
[AGENT][NEUTRAL] I'm sorry you needed the eligibility of the patient?
[CUSTOMER][POSITIVE] Yes ma'am and her benefits in benefit information.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am, let me get that for you.
[AGENT][NEUTRAL] OK, I do show that [PII] does have active policy. Her effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is just to verify coverage is not a guarantee of payment. She has a limited hospital indemnity plan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she has inpatient benefit amount for hospital admission one day per calendar year of $500.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] She also has a hospital confinement benefit of 30 days per calendar year of $50.
[AGENT][NEUTRAL] Uh, she has outpatient accident and sickness for ER urgent care center, uh, physician's office or physical therapy of $50.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, she's coming in getting a CT. How would, how would that be billed? I mean, you know, how would that fall in?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, she has
[AGENT][NEUTRAL] Right, she has diagnostic testing, um, that pays up to $100.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it can be in an outpatient, uh, phys physician's office, ER or the care center.
[AGENT][NEUTRAL] And then she also has, you know, of course the hospital confinement benefits if she goes in hospital, she can have it done there too.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK. So, if she gets a CT, it's only gonna pay $100 towards it.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Is that what you say?
[CUSTOMER][NEUTRAL] OK, can I get a reference number for this call?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. You have a good day.
[AGENT][POSITIVE] You too, Miss [PII], thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.