AccountId: 011433970860
ContactId: 9fe751b5-e5b0-4759-b79f-d2963ed89984
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194860 ms
Total Talk Time (AGENT): 92777 ms
Total Talk Time (CUSTOMER): 69858 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/9fe751b5-e5b0-4759-b79f-d2963ed89984_20250318T18:21_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling IPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] at AdventHealth Waterman. Um, we have a patient that was admitted to the hospital, um, for maternity.
[CUSTOMER][NEUTRAL] And her father says uh.
[CUSTOMER][NEUTRAL] Is this maternity? Yes. Her father says this is an insurance plan that he provided. She's under the plan, so I'm calling to see if eligibility and if it requires authorization.
[AGENT][NEUTRAL] OK, I can help with eligibility and authorization for you, Miss [PII]. What is your call back, ma'am, just in case the call gets disconnected.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then can you give me the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The policy is 02485252.
[CUSTOMER][NEUTRAL] And the uh patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[AGENT][POSITIVE] OK, I do show that [PII] is on this policy and her effective.
[AGENT][NEUTRAL] It is 919, I'm sorry, 51 of 2024.
[AGENT][NEUTRAL] And this is a supplemental insurance policy um this is just to verify benefits it's not a guarantee of payment.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] It is billed secondary to the primary.
[AGENT][POSITIVE] And it helps with deductible, co-pay and co-insurance.
[AGENT][NEUTRAL] Uh, she has an inpatient calendar your bid amount of $3000.
[AGENT][NEUTRAL] And then she had and that's for inpatient and then outpatient she has a per day benefit of $500 to go towards deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] Oh, so the 3000 is for inpatient you said right? That goes towards the.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. All right. So is authorization.
[AGENT][NEUTRAL] Deductible copay, for instance.
[CUSTOMER][NEUTRAL] Is authorization required?
[AGENT][NEUTRAL] No ma'am, authorization is not required because this is not the primary insurance.
[CUSTOMER][NEUTRAL] OK. All right. May I have your name again and a call reference number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name which is [PII]
[AGENT][NEUTRAL] And today's date for your reference.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] You're welcome you have a good day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye.