AccountId: 011433970860
ContactId: c59d79c3-2ba5-49e8-a74c-b3c41e6c7e93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152770 ms
Total Talk Time (AGENT): 77244 ms
Total Talk Time (CUSTOMER): 65111 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/c59d79c3-2ba5-49e8-a74c-b3c41e6c7e93_20250411T20:38_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, this is [PII]. I'm calling from North Memorial Hospital. I was just calling to verify eligibility and benefits for patients here.
[AGENT][POSITIVE] Sure, I can assist you with the eligibility and benefits, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the patient's policy number?
[CUSTOMER][NEUTRAL] Oh that was.
[CUSTOMER][NEUTRAL] Uh, the policy number I was given was 02611130.
[AGENT][NEUTRAL] OK. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] This is [PII] birthday [PII].
[AGENT][NEUTRAL] All right, thank you. OK, Ms. [PII], um, 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. And we have an effective date of
[AGENT][NEUTRAL] [PII]. It is active at the moment and this is a limited hospital indemnity policy.
[AGENT][NEUTRAL] And this is gonna be for inpatient admission or what type of service?
[CUSTOMER][NEUTRAL] Uh, surgery
[AGENT][NEUTRAL] Surgery? No, OK. All right. And it looks like for a surgery in an outpatient facility or hospital, it only covers $250 and that's one time per year.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, $250 and that's one time per year, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, that's good to know. I will forward the message along to the patient, um, and I got here, uh.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A claim address I said attention to IMA.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] INC
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] [PII] or let me double check on that one. Yes, [PII]. Mhm, yeah, that's right.
[CUSTOMER][NEUTRAL] 55 yeah 551.
[CUSTOMER][POSITIVE] OK perfect all right sounds good thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No this is it thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. OK.
[CUSTOMER][NEUTRAL] Bye bye.