AccountId: 011433970860
ContactId: bdacd66d-8438-48c1-8c50-85cdb70804f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179020 ms
Total Talk Time (AGENT): 80608 ms
Total Talk Time (CUSTOMER): 44057 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/bdacd66d-8438-48c1-8c50-85cdb70804f1_20250305T20:39_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, this is [PII]. I'm a patient financial advocate calling from North Memorial Hospital. I just wanted to call to confirm and verify, um, benefits.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Policy number
[CUSTOMER][NEUTRAL] 0256.
[CUSTOMER][NEUTRAL] 7481.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] This is for [PII], birthday [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you say you need benefits for hospital outpatient or inpatient?
[CUSTOMER][NEUTRAL] This is impatient
[AGENT][NEUTRAL] Inpatient, OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer. We have an effective date of [PII] and it is active at the moment. This is one of our limited hospital indemnity plan.
[AGENT][NEUTRAL] And with this one, we have an admission benefit of $500 and that's one time per cover person per calendar year, and a hospital daily confinement benefit of $50 up to 30 days.
[CUSTOMER][NEUTRAL] A $50.
[CUSTOMER][NEUTRAL] Per day up to 30
[AGENT][NEUTRAL] A day.
[AGENT][NEUTRAL] Up to 30 days.
[CUSTOMER][NEUTRAL] And then you said the um inpatient admin is just one time per year.
[AGENT][NEUTRAL] Yes, the admission is just one time and it's 500. Mhm.
[CUSTOMER][NEUTRAL] A rolling calendar.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] And then is there like a coinsurance?
[AGENT][NEUTRAL] No, this is not a major medical, so there's no co-payments, co-insurance or deductible. It's an indemnity policy, so it pays a flat amount.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Is there anything else I can help you with today? Do you have any other questions?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] No, this is it. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.