AccountId: 011433970860
ContactId: a56064e6-886f-46f0-8df6-20f2b249bd51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155929 ms
Total Talk Time (AGENT): 54882 ms
Total Talk Time (CUSTOMER): 62789 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/a56064e6-886f-46f0-8df6-20f2b249bd51_20250319T14:57_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and I'm with North Kansas City Hospital and I was wanting to verify benefit information for a patient coming in for outpatient surgery.
[AGENT][NEUTRAL] OK, [PII], do you have a callback number I can get?
[CUSTOMER][NEUTRAL] Uh-huh, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Um, yeah.
[CUSTOMER][NEUTRAL] 01904327.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] Uh, her date of birth is.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing outpatient benefits?
[CUSTOMER][NEUTRAL] Well, she's scheduled for surgery and she said that this was like a secondary insurance to her primary.
[CUSTOMER][NEUTRAL] But I wasn't familiar with the insurance.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII].
[AGENT][NEUTRAL] The policy is active. Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This is a secondary insurance that coordinates with her primary. Whatever the primary applies to her deductible, co-pay, or co-insurance only, we'll pay up to $5000 per calendar year.
[CUSTOMER][NEUTRAL] OK. So, do you pay on outpatient surgeries or?
[AGENT][NEUTRAL] Yes, ma'am, for outpatient, we'll pay up to 5000 per calendar year.
[CUSTOMER][NEUTRAL] OK. Well,
[CUSTOMER][NEUTRAL] I'll put the information in and you're not affiliated with um a church organization anyway correct?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] OK. Well, [PII], I appreciate your time today.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Uh-huh. Take care.
[AGENT][NEUTRAL] Uh-huh, bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.