AccountId: 011433970860
ContactId: b95f7417-6ab9-4077-b5ec-496af3ab79b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172440 ms
Total Talk Time (AGENT): 60128 ms
Total Talk Time (CUSTOMER): 79456 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/b95f7417-6ab9-4077-b5ec-496af3ab79b0_20250402T14:31_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi yes hello [PII]. I have a claim, um, that I'm calling in regards to that would qualify for the no surprise act, and I was wondering, um, trying to get the information on how we would submit negotiations.
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Um, do you have the policy ID of the patient, or?
[CUSTOMER][NEUTRAL] Uh, yes. That's, I have the patient member ID at 02458169.
[AGENT][NEUTRAL] 024. I'm sorry, what was the, can you repeat that?
[CUSTOMER][NEUTRAL] 02458169.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, um, so this is a, and what was your name? Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII], and then um my good number is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So this is a hospital indemnity plan, we're just a supplemental plan.
[AGENT][NEUTRAL] Do you have a major medical on file for her or?
[AGENT][NEUTRAL] We don't have any networks or anything.
[CUSTOMER][NEUTRAL] Um, no.
[CUSTOMER][NEUTRAL] OK, yeah, I know this is um who we had as her primary coverage, um, so you don't do any sort of type of negotiations with the no surprise Act from the the the like you know the no surprise act well I mean I'm not sure how that works with indemnity plans.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Yeah, we, because we're supplemental and we're not, we're, it's just a it's a hospital indemnity. It just basically has a list of services and then it pays out a certain amount. There's no coordination of benefits. There's no network, um, just pays a certain dollar amount towards certain services.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got you, got you. OK, then can I get a reference number for the call, please?
[AGENT][NEUTRAL] Sure, it's my name, [PII], and then first initial last name [PII], and then today's date.
[CUSTOMER][POSITIVE] OK wonderful thank you so much I hope you have a good day.
[AGENT][POSITIVE] OK, thank you for calling APLU as well.
[CUSTOMER][POSITIVE] Thanks. Bye-bye.
[AGENT][NEUTRAL] Bye.