AccountId: 011433970860
ContactId: b3eaaa7c-d1e9-4ad3-83cd-a5bff7770435
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274130 ms
Total Talk Time (AGENT): 105981 ms
Total Talk Time (CUSTOMER): 86219 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/b3eaaa7c-d1e9-4ad3-83cd-a5bff7770435_20250529T12:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from the pre-cert department at Altman Hospital, and we have a patient that was admitted to our facility, and I needed to um verify eligibility and then find out if pre-cert would be required for an inpatient admission.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the policy. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Um, yeah, phone number is [PII], and then the policy number I have is D as in David 47664559.
[AGENT][NEUTRAL] Do you have, OK, um, do you have a copy of the member's ID card available?
[CUSTOMER][NEUTRAL] I do not have a copy of the card.
[AGENT][NEUTRAL] OK, um, because that policy number is for 90-degree benefits, that's a different company. Um, do you have the member's full social? I can look up the policy.
[CUSTOMER][NEUTRAL] That's where I initially reached, that's where I initially reached was 90 degree benefits. I'm not sure.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Did I have what did you say?
[AGENT][NEUTRAL] So you could have been redirected to us, um, but the member still could have a policy here. Um, so I can search if you like.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, um, I can search with the full social or their first and last name.
[CUSTOMER][NEUTRAL] Um, I have the social here. It's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And the member's first and last name?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] Um, is [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment. So he does have a policy here with us. The policy number is 238.
[AGENT][NEUTRAL] 84
[AGENT][NEUTRAL] 65
[CUSTOMER][NEUTRAL] It is their group number?
[AGENT][NEUTRAL] Let's see, 70084.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this
[CUSTOMER][NEUTRAL] And then this is a medic is a medical policy.
[AGENT][NEUTRAL] Yes, this policy has been active since [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is a hospital indemnity policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For hospital admission, um, the policy would pay up to $500 per day with a max of 1 day per calendar year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it will pay $50.
[CUSTOMER][NEUTRAL] Um, and so no pre-search, oh, I'm sorry, go ahead.
[AGENT][NEUTRAL] Um, no, no pre-cert authorizations required.
[CUSTOMER][POSITIVE] OK and I'm so sorry you said your name was?
[AGENT][NEUTRAL] My name is [PII]. The first initials of my last name is [PII].
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] OK, and is there a call reference number?
[AGENT][NEUTRAL] No, there's no call reference number, but you can use my name in today's date.
[CUSTOMER][NEUTRAL] Today's date, OK and then um uh what is the claims mailing address for this policy?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][POSITIVE] Perfect, thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Nope, that's it thank you.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.