AccountId: 011433970860
ContactId: 85bdb28e-1c16-43fa-84b4-98c70e65e3f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133009 ms
Total Talk Time (AGENT): 62882 ms
Total Talk Time (CUSTOMER): 52644 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/85bdb28e-1c16-43fa-84b4-98c70e65e3f1_20250609T15:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Villa Cotton White Hospital to check on the member eligibility and benefits.
[AGENT][NEUTRAL] OK, I could check eligibility and benefits for you. I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, uh, can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] So it's [PII] and that's the direct line.
[AGENT][NEUTRAL] OK, thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] And yes, so it is 01967067.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] So, so patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect thank you for verifying that uh so this policy is active effective date was [PII].
[AGENT][NEUTRAL] And this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and we really need to look at inpatient or outpatient benefits for this member.
[CUSTOMER][NEUTRAL] Uh, so I just need to make sure whether it's a supplement plan or not.
[AGENT][NEUTRAL] Yes, it's a secondary medical policy. It is supplemental.
[CUSTOMER][NEUTRAL] OK. So, since it is supplement plan, so no authorization will be required for both observation as well as for the inpatient services, right?
[AGENT][POSITIVE] That's correct.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Oh, OK. Thank you so much for confirming that. So, can you please, uh, spell out the name for my documentation?
[AGENT][NEUTRAL] Sure, it's [PII]
[CUSTOMER][NEUTRAL] Gotcha. Is there any call reference number for this call?
[AGENT][NEUTRAL] A reference number would just be my first name, last initial, and today's date, uh, so my last initial is [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] And that's it for the day. Thank you so much. Take care. Bye-bye.
[AGENT][POSITIVE] Alright, yeah, of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.