AccountId: 011433970860
ContactId: b953d971-4d4b-4491-83ac-22aff86fb43b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181880 ms
Total Talk Time (AGENT): 79910 ms
Total Talk Time (CUSTOMER): 62063 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/b953d971-4d4b-4491-83ac-22aff86fb43b_20250508T17:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APS. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Ruper Hospital.
[CUSTOMER][NEUTRAL] I need to check eligibility for this number. Could you assist on this?
[AGENT][NEUTRAL] Uh, yes, [PII], I can help you with eligibility and can you please give me the name of the hospital one more time you're calling from?
[CUSTOMER][NEUTRAL] Yeah, it's Ruper Hospital, R O P E R Hospital.
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your callback number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Callback number, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then may I please have the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah. Policy number is 2, 02446527.
[CUSTOMER][NEUTRAL] And patient first name is [PII] and last name is [PII]
[CUSTOMER][NEUTRAL] And date of birth is [PII]. It's [PII].
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, I do show that [PII] does have an active policy with us, and the effective date is [PII] and it's current and active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Yeah. I just want to confirm that uh I have a CPT code to check your authorization.
[AGENT][NEUTRAL] OK, um, I won't need the CPT code. This is to verify benefits and it's um not a guarantee of payment. This is a supplemental insurance policy that's billed secondary to the primary. This policy only helps with deductible, co-pay or co-insurance. Um, the insured has an inpatient calendar year benefit amount of $2500.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] And it also has an outpatient per calendar day benefit of $500 to go towards the deductible co-pay or coinsurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. Yeah, OK. May I know your name and call reference number?
[AGENT][NEUTRAL] Yes, my name is [PII], and you can use my name and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And your name, last name?
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] Mhm. Yeah, OK. That's all the information I needed. Thank you for your assistance. Have a great day. Bye-bye.
[AGENT][POSITIVE] You too, [PII]. You have a wonderful day also and thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah bye bye.