AccountId: 011433970860
ContactId: cd244137-aeb0-458a-a2b1-0b638b1de16b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250520 ms
Total Talk Time (AGENT): 86047 ms
Total Talk Time (CUSTOMER): 121604 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/cd244137-aeb0-458a-a2b1-0b638b1de16b_20250618T15:53_UTC.wav
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[CUSTOMER][NEUTRAL] What's
[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, how's it going? So I have a, I have a patient. She just went into labor.
[CUSTOMER][NEUTRAL] And they, and I see that she has an American public life, but she has a responsibility though. I wanna see if it covers it.
[AGENT][NEUTRAL] Um, yes, sir. I can assist you with benefits. Uh, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Uh, [PII], good call back number is [PII].
[AGENT][NEUTRAL] OK. Thank you, ma'am. Well. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02286509 M as in Manny, L as in Larry 7.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims.
[CUSTOMER][NEUTRAL] verification is not guaranteed.
[AGENT][NEUTRAL] Um, I'm showing the effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] about
[AGENT][NEUTRAL] And for inpatient services, um, we cover up to 6350.
[CUSTOMER][NEUTRAL] Oh [PII].
[CUSTOMER][NEUTRAL] I mean just just to to to timbre.
[CUSTOMER][NEUTRAL] I'm so sorry, somebody came into the, the room. Can you, can you repeat that? You said it covers up to how much?
[AGENT][NEUTRAL] Um, it covers up to.
[AGENT][NEUTRAL] Let's see, for inpatient, it covers up to 6350 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] So if she has a responsibility due of $2,246. 81 cents for her inpatient visit.
[CUSTOMER][NEUTRAL] She's covered fully?
[AGENT][NEUTRAL] Um, yes, if it's for labor, yes, sir, because we cover up to 6350, and she hasn't used any this year.
[CUSTOMER][NEUTRAL] about
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Amazing.
[CUSTOMER][NEUTRAL] OK, American Public card is up to $6000 for her inpatient visit, and she is fully covered.
[CUSTOMER][NEUTRAL] OK some issue.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Financial uh ability.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It's covered. Can I get a reference number for this call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII], um it's spelled [PII] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And today's date is the reference number?
[CUSTOMER][NEUTRAL] In the.
[CUSTOMER][NEUTRAL] OK, sounds good. And, and what was the number? What's this customer service line I called?
[AGENT][NEUTRAL] Um, it's [PII], um, yes, this is customer service and you're, you've reached the claims department.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, and what was the number [PII]?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK well I thank you, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] So that many.
[CUSTOMER][POSITIVE] You too take care.
[AGENT][NEUTRAL] Mhm