AccountId: 011433970860
ContactId: cb2be1b8-7ca1-4f6b-bf54-0b75b0cfd182
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150000 ms
Total Talk Time (AGENT): 78315 ms
Total Talk Time (CUSTOMER): 55804 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/cb2be1b8-7ca1-4f6b-bf54-0b75b0cfd182_20250411T14:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Homestead Hospital to get benefits for a patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with benefits. Um, can I please get your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] [PII], policy number is 02473044.
[AGENT][NEUTRAL] OK, let me look up her policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, I do show that [PII] does have an active policy with us. Her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. She has a supplemental insurance policy that is billed secondary to the primary.
[AGENT][NEUTRAL] This policy helps with deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She has an inpatient benefit amount per occurrence of $3000 and then she also has an outpatient per calendar day benefit of $300.
[CUSTOMER][NEUTRAL] So only $300 per calendar day?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And that goes towards the.
[CUSTOMER][NEUTRAL] Per per calendar, well, per day I'm saying per calendar day, per day. OK, um, alrighty, um, so perfect. May I have a reference number, please?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, you can use my name, [PII] and today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Perfect. And then that's still like available so there's no like limit to that. She's just outpatient services per day 300, she could use 300 per day.
[AGENT][NEUTRAL] Yes, to go towards her deductible, co-pay or co-insurance.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Got it, perfect. Alrighty, thank you so much for your time, [PII]. You have a great day.
[AGENT][NEUTRAL] You too, Ms. [PII]. Is that all I can help you with before we go?
[CUSTOMER][POSITIVE] Yeah, that's it. Thank you.
[AGENT][POSITIVE] OK. Well, you have a wonderful weekend and thanks for calling APL.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] You too thank you you take care bye bye.
[AGENT][NEUTRAL] Bye-bye.