AccountId: 011433970860
ContactId: a68b576b-3f05-46dc-a8d0-40968fbe3b7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135050 ms
Total Talk Time (AGENT): 62942 ms
Total Talk Time (CUSTOMER): 49763 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/a68b576b-3f05-46dc-a8d0-40968fbe3b7a_20250203T15:09_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Can you spell me your name, please?
[AGENT][NEUTRAL] Um, it's [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] Thank you. This is [PII] A calling from Jackson South Hospital. I have a patient coming in and I believe uh this is a gap insurance, correct?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, I need to see what her hospital outpatient benefits are, please.
[AGENT][POSITIVE] Yes, ma'am, I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] direct number.
[AGENT][NEUTRAL] OK, thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Policy 023563.
[CUSTOMER][NEUTRAL] 91.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Please
[AGENT][NEUTRAL] OK. And please verify her date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active.
[AGENT][NEUTRAL] And for outpatient, we cover up to 4500 per calendar year and that's for the co-pay, the co-insurance and deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK, this is for hospital outpatient, correct? or for anything?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Can you tell, can you tell me how much of that is still available?
[AGENT][NEUTRAL] Um, the full amount is available. She hasn't used any this year.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK. Can I get a call reference number, please?
[AGENT][NEUTRAL] Yes, for the reference number you can use my name and today's date. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Can you tell me what time it is where you're located?
[AGENT][NEUTRAL] It is [PII] central time.
[CUSTOMER][POSITIVE] [PII] Central. Thank you, you have an awesome day. Thank you for your help.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Thank you, [PII], for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.