AccountId: 011433970860
ContactId: 92237e8d-7c39-444d-ba05-ec889d6ae692
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161179 ms
Total Talk Time (AGENT): 83961 ms
Total Talk Time (CUSTOMER): 68778 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/92237e8d-7c39-444d-ba05-ec889d6ae692_20250127T23:31_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling AL.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify eligibility for a patient in the emergency room.
[AGENT][NEUTRAL] OK, yeah, I can check that, uh, emergency room benefit for you, um, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, the policy number is 02175157ML8.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] thank you
[AGENT][NEUTRAL] And what was the name and date of birth for the patient?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Um, that's not the date of birth I have for [PII].
[CUSTOMER][NEUTRAL] Oh sorry it's [PII].
[AGENT][NEUTRAL] Oh, OK, got you. Alright, thank you for verifying that, [PII]. Um, so this policy actually terminated, um, [PII]. If you'll give me one moment, I'll see if they have one that's active. It might just be a different policy number.
[CUSTOMER][NEUTRAL] Oh, I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, they do, uh, this one just picked up with another one left off as the effective date, uh, [PII]. Let me know when you're ready for that policy number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Alrighty, ready.
[AGENT][NEUTRAL] OK, that policy number is 0247.
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] 3404.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Mhm perfect.
[AGENT][NEUTRAL] OK, one moment while I get that.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] It was just outpatient correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so, um, of course I will let you know verification of coverage is not a guarantee of payment for claims. The outpatient benefit is on a per calendar day basis, so it is $300 max per calendar day that we would pay.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] All right, was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You as well. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.