AccountId: 011433970860
ContactId: 8e293ce1-5c96-49c0-8535-449565416c71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132029 ms
Total Talk Time (AGENT): 74262 ms
Total Talk Time (CUSTOMER): 47039 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/8e293ce1-5c96-49c0-8535-449565416c71_20250625T13:18_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Montana Medical Center, and I'm trying to verify the effective date for a policy for a patient here at the hospital.
[AGENT][NEUTRAL] Sure, I can assist you with that. Could you provide me with the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Callback number [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number of the of that member that you're calling to verify eligibility for today?
[CUSTOMER][NEUTRAL] 02466628 ML 7.
[AGENT][NEUTRAL] Thank you, [PII]. Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] And I'll be able to assist you.
[AGENT][NEUTRAL] Thank you. This policy has been active since [PII] and it's currently active. You're calling to verify the effective date. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, what does this policy cover?
[AGENT][NEUTRAL] This is a gap insurance, so it depends on what's, what's the place of service for you. Is it inpatient, outpatient?
[CUSTOMER][NEUTRAL] It's an inpatient hospital.
[AGENT][NEUTRAL] So this policy has inpatient benefits of $7900 per calendar year, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage. If this, it is, it will be considered as inpatient if it's 18 hours or more, however, if it's under 18 hours, then it would be considered as outpatient and she has outpatient benefits of $7900 per calendar year as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] This is not a guarantee of benefits, just a disclaimer of the policy's coverage, and she has not utilized any of her benefits for [PII].
[CUSTOMER][NEUTRAL] OK OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII]. May I have a reference number for the call?
[AGENT][NEUTRAL] You're welcome. Is there anything else that I can assist you with today? We don't provide those, however, you can use my name in today's date as a reference.
[CUSTOMER][POSITIVE] Perfect thank you so much have a good day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APO. You have a great one as well. Goodbye.
[CUSTOMER][NEUTRAL] Bye.