AccountId: 011433970860
ContactId: ad084e5a-60dc-44dd-8af8-0eb5dcf13b85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201059 ms
Total Talk Time (AGENT): 104239 ms
Total Talk Time (CUSTOMER): 63109 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/ad084e5a-60dc-44dd-8af8-0eb5dcf13b85_20250617T15:29_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 Memorial Hospital Services department. I was calling to check a patient's um benefits and eligibility.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility and benefits for you. I'm sorry, you did say your name was [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII] got it sorry about that. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII] and that'll be direct.
[AGENT][NEUTRAL] OK, thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be 01823329 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] It is gonna be [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. uh, so this policy terminated [PII]. If you'll give me one moment though, I'll see if he has one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so he does have one that is currently active. Let me know when you're ready and I'll give you that updated policy number.
[CUSTOMER][NEUTRAL] OK. Allow me just one moment. Let me go ahead and change it up here. OK, go ahead.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so this, uh, currently active policy number is 0212.
[AGENT][NEUTRAL] 6780.
[CUSTOMER][POSITIVE] Perfect. Do they have a group number to his plan?
[AGENT][NEUTRAL] And so this one's
[AGENT][NEUTRAL] Oh sure, yes, give me just a moment.
[AGENT][NEUTRAL] That group number is 17433.
[CUSTOMER][POSITIVE] Perfect. OK.
[CUSTOMER][NEUTRAL] May. And does this plan cover um hospital patients um visits?
[AGENT][NEUTRAL] Give me just a minute let me take a look, um.
[AGENT][NEUTRAL] If you need it, so this effective date was uh [PII] and just so that you are aware, of course, as this is a secondary medical policy, it is designed to help with co-pay, deductible and co-insurance after major medical pays and of course it will also let you know that verification of coverage is not a guarantee of payment for claims, so his outpatient benefit pays on a per calendar day basis.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] First
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] It pays $1000 max per calendar day. There is no yearly maximum.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. OK, and no authorization can be required.
[AGENT][NEUTRAL] Right, uh, as this policy is very dependent on major medical as long as his major medical is willing to pay this policy can.
[CUSTOMER][POSITIVE] Perfect. OK. And then, perfect, that will be all, [PII]. Can I get the first line of your last name and the uh reference number to this call?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date, uh, so my last initial is [PII], was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that'd be all, thank you so much for your time.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.