AccountId: 011433970860
ContactId: 88aba0ab-95c9-4152-8310-ed6510a390e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141259 ms
Total Talk Time (AGENT): 51225 ms
Total Talk Time (CUSTOMER): 59281 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/88aba0ab-95c9-4152-8310-ed6510a390e3_20250514T20:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I'm calling from Homestead Hospital. I'm trying to verify benefits for a patient, please.
[AGENT][NEUTRAL] OK, I can help you with benefits. I'm sorry I missed your name. What was it?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Oh yeah, OK, thank you. Do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII] option one.
[AGENT][POSITIVE] OK, thank you so much. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, yes, uh, policy number I have is 02460294 M as in Mary, L as in love, 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, the patient is [PII]. Um, date of birth is [PII].
[AGENT][NEUTRAL] Uh, so this policy is effective and active [PII], and is this for outpatient benefits?
[CUSTOMER][NEUTRAL] Um, yes. Outpatient hospital.
[AGENT][NEUTRAL] And this is not a guarantee of payment. It's a basic outline of the policy.
[AGENT][NEUTRAL] Get that pulled up, one moment.
[AGENT][NEUTRAL] Now for their outpatient benefits, they have a $3000 per cover person per calendar day benefit.
[CUSTOMER][NEUTRAL] And so you said $3000 per day?
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Per day. OK. Um, and you guys cover primary insurance, um, co-pay, co-insurance, deductible?
[AGENT][NEUTRAL] Yes, that's correct for outpatient services and then any services rendered in the office, um, doctor's office, just not the office visit itself, sorry.
[CUSTOMER][NEUTRAL] But it is covered at a hospital, outpatient hospital.
[AGENT][NEUTRAL] Yes, it is. Uh-huh.
[CUSTOMER][NEUTRAL] OK, um, do you guys require authorization for the MRI or no?
[AGENT][NEUTRAL] No, we don't.
[CUSTOMER][NEUTRAL] No, all right, perfect. Um, has, um, oh no, I was gonna say, has he used any, but it's $3000 per calendar date you said, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Um, all right, perfect. That is all I needed. Can I just get a call reference number please, [PII]?
[AGENT][NEUTRAL] It's my name, [PII], first initial to last name [PII], and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help I appreciate it have a wonderful day.
[AGENT][POSITIVE] Thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.