AccountId: 011433970860
ContactId: b3464775-fa7d-452e-b76d-d3b06da669aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192039 ms
Total Talk Time (AGENT): 88716 ms
Total Talk Time (CUSTOMER): 69232 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/b3464775-fa7d-452e-b76d-d3b06da669aa_20250423T15:26_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. Can I get the first letter of your last name?
[AGENT][NEUTRAL] It's A
[CUSTOMER][NEUTRAL] Thanks. I am [PII], first letter of my last name [PII] I'm calling from East Jefferson General Hospital to verify insurance information for a patient.
[AGENT][POSITIVE] OK, I can help you, Miss [PII] with the benefits of a patient and eligibility. Can I please get your callback number just in case our call is dropped?
[CUSTOMER][NEUTRAL] Uh yes, my number is [PII].
[AGENT][NEUTRAL] [PII], thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] 3-191964. I have a policy number 02573495.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I do show that Ms. [PII] does have an active policy with us. The effective date of the policy is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. She has a supplemental insurance policy that's billed secondary to the primary. It helps with deductible, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She has an inpatient calendar year benefit amount of $6000 and then she also has an outpatient calendar year benefit amount of $6000 to help with deductible co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Supplemental insurance, um.
[CUSTOMER][NEUTRAL] I'm sorry, everything just popped out my head just that fast.
[AGENT][NEUTRAL] That's OK it happens it happens.
[CUSTOMER][NEUTRAL] I'm like, OK.
[CUSTOMER][NEUTRAL] I was like, wait a minute.
[CUSTOMER][NEUTRAL] So she has the $6000 is that like an out of pocket?
[AGENT][NEUTRAL] No, that's for benefit that's what it helps, uh, it pays up to 6000 per calendar year.
[CUSTOMER][POSITIVE] OK, but this is a supplement. OK. Alrighty, um.
[CUSTOMER][NEUTRAL] Alright [PII], that's what I needed to know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can I get a call reference number?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name [PII] and today's date.
[AGENT][POSITIVE] And that's everything I can help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] OK. Uh,
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you very much.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful rest of your day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you I appreciate it.
[AGENT][POSITIVE] You're welcome. Bye-bye, ma'am.