AccountId: 011433970860
ContactId: 872b179a-cfc3-4d23-acf7-780044833047
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298890 ms
Total Talk Time (AGENT): 119082 ms
Total Talk Time (CUSTOMER): 68739 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/872b179a-cfc3-4d23-acf7-780044833047_20250617T15:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII] calling from Center for Women's Health. I was, um, trying to get benefits for a patient.
[AGENT][POSITIVE] I can help you with benefits.
[AGENT][NEUTRAL] Um, can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number with you?
[CUSTOMER][NEUTRAL] I do. It's 02212773.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Look at the maternity Global. I'm sorry, [PII] [PII].
[AGENT][NEUTRAL] Yeah, I'm not showing her on this policy. Let me see.
[CUSTOMER][NEGATIVE] I'm calling the wrong um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] You said 11.
[AGENT][NEUTRAL] 2496.
[CUSTOMER][NEUTRAL] 1124 96 yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The policy number you gave me, she was not on that policy, but she is on their new policy. Um, are you ready for that number?
[CUSTOMER][NEUTRAL] I am, yes ma'am.
[AGENT][NEUTRAL] OK. It's 02320079.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this policy is active with an effective date of [PII].
[AGENT][NEUTRAL] And you said you wanted um
[AGENT][NEUTRAL] To know about some benefits.
[CUSTOMER][NEUTRAL] It's Global Maternity, yes ma'am, Professional Global maternity.
[AGENT][NEUTRAL] Give me just a moment to pull up your policy.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, and this is their secondary gap insurance and it does have inpatient and outpatient benefits, um, and you said you wanted to check on, um, I guess that would be inpatient, correct or in hospital benefits? OK. And this is just a guarantee of, uh, this is just a verification of benefits, not a guarantee of payment. They have an in-hospital benefit maximum.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Of up to $6000 per calendar year per person with an $18,000 calendar year maximum for all persons combined.
[AGENT][NEUTRAL] They have a $0 in hospital deductible.
[AGENT][NEUTRAL] And it looks like the in hospital benefit, they have um
[AGENT][NEUTRAL] It's subject to 30 days of treatment per covered person per calendar year. There is an ambulance benefit as well.
[AGENT][NEUTRAL] And were there any other um
[AGENT][NEUTRAL] Specific questions regarding the inpatient?
[CUSTOMER][NEUTRAL] So does it pick up the deductible and the co-insurance of the primary insurance?
[AGENT][NEUTRAL] Yes. So this will help with co-insurance, co-pay and co-deductible.
[CUSTOMER][NEUTRAL] OK, so covers deductible and coinsurance.
[CUSTOMER][NEUTRAL] With a $6000 max.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Right, and that is um for the professional charges, right?
[CUSTOMER][NEUTRAL] Or any charges, does that matter at all.
[AGENT][NEUTRAL] Uh, it looks like any charges for the in-hospital.
[CUSTOMER][NEUTRAL] OK, good. Alright, and your name was [PII]. Is there a reference number for the call?
[AGENT][NEUTRAL] So we don't have reference numbers that you can use my name and last initial in today's date, so [PII] in today's date.
[CUSTOMER][POSITIVE] OK, great. Alright, thank you so much. I appreciate your help.
[AGENT][POSITIVE] Thank you so much for calling APL. If there's nothing else, I hope you have a great day.
[CUSTOMER][POSITIVE] You too, hon, thank you.