AccountId: 011433970860
ContactId: a0f80cf9-61f0-4143-9240-b1983620a2a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139110 ms
Total Talk Time (AGENT): 57037 ms
Total Talk Time (CUSTOMER): 61177 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/a0f80cf9-61f0-4143-9240-b1983620a2a1_20250605T16:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from a hospital, Lincoln County Medical Center.
[CUSTOMER][NEUTRAL] Um, we were given your information by one of your members who's wanting to include this coverage with her visit. I need to verify eligibility. I have the card in front of me. What information would you like?
[AGENT][NEUTRAL] OK, um, and [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII] and that's direct line.
[AGENT][NEUTRAL] OK, thank you. And what's that policy certificate number?
[CUSTOMER][NEUTRAL] 02243973.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, date of birth [PII].
[AGENT][NEUTRAL] And is this for like outpatient hospital or office visit or?
[CUSTOMER][NEUTRAL] No patient came in on the.
[CUSTOMER][NEGATIVE] Guess I should have been a little more prepared patient came in.
[CUSTOMER][NEUTRAL] On the [PII] and delivered.
[CUSTOMER][NEUTRAL] So it would be inpatient she delivered her baby.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me see, not guarantee of payment.
[CUSTOMER][NEUTRAL] Came in for
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Uh, it's not a guarantee of payment, basic outline of the policy, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like our policy was effective [PII]. It is currently active.
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] That um.
[AGENT][NEUTRAL] Um, so she has, this is like a limited hospital indemnity plan. Um, it has a benefit of 2500 per day for hospital admission.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, up to 44 days per calendar year and then hospital confinement, $50 per day, up to 5 days per calendar year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We make sure there's no
[CUSTOMER][POSITIVE] I appreciate you, [PII] can you provide me with a call reference number, ma'am?
[AGENT][NEUTRAL] Uh, it just be my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you very much, ma'am.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.