AccountId: 011433970860
ContactId: b28be3c0-ca07-49f1-b5fc-39ddcf4dbfdb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246440 ms
Total Talk Time (AGENT): 105248 ms
Total Talk Time (CUSTOMER): 84130 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/b28be3c0-ca07-49f1-b5fc-39ddcf4dbfdb_20250212T16:29_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] One APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm trying to verify benefits for a patient, please.
[AGENT][POSITIVE] OK, I can help you with benefits. What is your name, please?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What is your name, please?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hello [PII], what is your callback number?
[CUSTOMER][NEUTRAL] It's [PII], yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient is [PII] and last name is [PII]
[AGENT][NEUTRAL] OK. And what's Ava's, um, date of birth?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And policy number?
[CUSTOMER][NEUTRAL] I have it as 01568609 M as in Mike L Larry and the number 8.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I do show that [PII] does have an active policy.
[AGENT][NEUTRAL] The effective date of this policy is, let me check for you, [PII].
[AGENT][NEUTRAL] And this is just to verify coverage. It's not a guarantee of payment. This is a supplemental gap insurance that helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] The insured has an inpatient benefit amount per calendar year of $3500 and then the insured also has an outpatient calendar day benefit of $750.
[CUSTOMER][NEUTRAL] Oh, so the 330, the 3, uh, uh, 3500 that was inpatient you said?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and so 700 for the.
[CUSTOMER][NEUTRAL] Outpatient correct?
[AGENT][NEUTRAL] Yes, $750 per calendar day.
[CUSTOMER][NEUTRAL] 0 7:50 per uh per calendar day. Let me just put it.
[CUSTOMER][NEUTRAL] OK, as the patient use any of that 750?
[AGENT][NEUTRAL] Let me check for you real quick.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] It's no problem at all.
[AGENT][NEGATIVE] No, nothing has been used for the year of [PII].
[CUSTOMER][NEUTRAL] SED OK and no author required because you follow the
[CUSTOMER][NEUTRAL] Primary
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] OK, alright, and what PO box are we billing for this American public life?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, and let's see here, have effective data everything alright, that's it. Thank you so much, [PII], and a reference number for the call.
[AGENT][NEUTRAL] Uh, you can use my name and today's date, and Miss [PII], can I get the facility name you're calling from, please?
[CUSTOMER][POSITIVE] Good Samaritan Medical Center.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And what is your the first initial of your last name?
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. Is there anything?
[AGENT][NEUTRAL] It is A
[CUSTOMER][POSITIVE] OK thank you no that is it thank you so much for your help you have a wonderful day.
[AGENT][POSITIVE] You have a good day too, Ms. [PII] thanks for calling APL.
[CUSTOMER][POSITIVE] You're welcome bye bye.
[AGENT][NEUTRAL] Bye-bye