AccountId: 011433970860
ContactId: adc1793a-f789-4ddc-ae11-daf6c16e8ed7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152570 ms
Total Talk Time (AGENT): 69869 ms
Total Talk Time (CUSTOMER): 62409 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/adc1793a-f789-4ddc-ae11-daf6c16e8ed7_20250516T21:20_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], good evening. I'm trying to um verify this patient's American Public Life that he came in through the emergency room. I want to know if I can get emergency benefits.
[AGENT][NEUTRAL] Hm
[AGENT][POSITIVE] OK, sure. I can assist you with benefits. May I have your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII], and Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, the phone number will be [PII].
[AGENT][NEUTRAL] Thank you, and you're calling from which facility for my notes?
[CUSTOMER][NEUTRAL] Homestead Hospital Baptist.
[AGENT][NEGATIVE] No thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] The policy number will be 02581791.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] OK, thank you. And may I have the name and date of birth of the patient, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, the insurance has his name backwards, but let's try last name being [PII]
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] First name being [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you. All right, and before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we have an outpatient maximum of 6000 per covered person per calendar year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] That will be for him specifically or is that just in general?
[AGENT][NEUTRAL] Uh, the 6000 is per person per calendar year.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alrighty, and you said your name was [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, [PII] last initial [PII] is there anything else I'm gonna help you with today, [PII]?
[CUSTOMER][POSITIVE] No, that's OK thank you so much for your help I really appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling APR. Have a good weekend. You too. Bye bye.
[CUSTOMER][POSITIVE] Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm.