AccountId: 011433970860
ContactId: 9cb66e88-69f2-48de-88f7-8d25dae0c8c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245660 ms
Total Talk Time (AGENT): 97019 ms
Total Talk Time (CUSTOMER): 125455 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/9cb66e88-69f2-48de-88f7-8d25dae0c8c4_20250417T16:24_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, um, my name is [PII]. I'm calling from Augusta Lung Associates. I have a patient.
[CUSTOMER][NEUTRAL] That I, I really don't know what they have looking at this car is a multi plan which we do network with, but I'm looking at it going, mm she was in the hospital.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And they're referring to it as benefits and a card. What I'm really wondering because she has limited coverage. I'm wondering, does she even have hospitalization coverage on this? I don't see it written.
[AGENT][NEUTRAL] Can I have the policy number?
[CUSTOMER][NEUTRAL] OK. It's a D as in dog, 437-079-93.
[AGENT][NEUTRAL] Yes, I do apologize, but they didn't pull up a policy in the system. Do you have that member's social?
[CUSTOMER][NEUTRAL] Yeah, uh, hang on a minute.
[CUSTOMER][NEUTRAL] I have her social is [PII].
[AGENT][NEUTRAL] And what is the member's name?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It's spelled.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] It's spelled [PII] Last name is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is her date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you, [PII] and what is the callback number for you just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So let me give you her policy number.
[CUSTOMER][NEUTRAL] Looks like it might be.
[CUSTOMER][NEUTRAL] OK, hang on, hang on, let me, so we don't even have the right policy number. This is what I'm looking at her card. OK, what's her pol.
[AGENT][NEUTRAL] But, so this is a third party administrator. So the policy number that they have with them is not the policy number here at American Public Life, unfortunately.
[CUSTOMER][NEUTRAL] Oh, OK, so what's the number?
[AGENT][NEGATIVE] Yeah, mhm, headache.
[AGENT][NEUTRAL] It's 258-6493. That's 258-6493.
[AGENT][NEUTRAL] Policy has been active since.
[CUSTOMER][NEUTRAL] 2586493. OK.
[AGENT][NEUTRAL] Yes, the policy has been active since [PII].
[CUSTOMER][NEUTRAL] Right, 2586493.
[AGENT][NEUTRAL] Mhm, of [PII] and it's currently active.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So she has a bear.
[CUSTOMER][NEUTRAL] OK, do we know what she's got?
[AGENT][POSITIVE] She has a benefit amount for daily hospital consult.
[CUSTOMER][NEUTRAL] I mean, she has hospital.
[AGENT][NEUTRAL] So I'm gonna let you talk. Go ahead.
[CUSTOMER][NEUTRAL] OK. How about
[CUSTOMER][NEUTRAL] How about the uh physicians that take care of her? You're just talking about actual.
[CUSTOMER][NEUTRAL] Uh, time in the hospital like the bed, right?
[AGENT][NEUTRAL] Right, so if I, I was.
[AGENT][NEGATIVE] Trying to give you the benefits, however, if I had got done, I would have been able to express to you that the physician is not covered. The only thing that is covered is the daily hospital confinement benefits of $1000 and the first occurrence hospital confinement is $1500. And this is not a guarantee of benefits, just a disclaimer of the policy's coverage. So the only the only thing that is covered is the facility charge, not the physician professional fees.
[CUSTOMER][POSITIVE] OK. All righty.
[AGENT][NEUTRAL] Is there anything else that I could assist you with today?
[CUSTOMER][NEUTRAL] And so,
[CUSTOMER][NEUTRAL] No, I think that's all if you have a reference number for me, I'd like that please.
[AGENT][NEUTRAL] We don't provide those unfortunately [PII], but you can feel free to use my name and today's date as a reference. It's [PII] and today's date as a reference.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty thank you I appreciate your help.
[AGENT][POSITIVE] Thanks for calling APL have a.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too. Bye.