AccountId: 011433970860
ContactId: cdf44ca1-26f0-4dfc-be4d-35846c524c10
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146960 ms
Total Talk Time (AGENT): 71543 ms
Total Talk Time (CUSTOMER): 45340 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/cdf44ca1-26f0-4dfc-be4d-35846c524c10_20250310T16:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm calling from a facility and need to advise that the entire call will be monitored and recorded for quality and compliance purposes. I'm just calling to verify eligibility for a member.
[AGENT][NEUTRAL] OK, uh, Ms. [PII], I can help you with eligibility. What is your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It's [PII] Saint Francis Hospital.
[AGENT][NEUTRAL] OK. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, it's [PII], [PII], and his policy number is 2566459.
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. His effective date is [PII], and this is just to verify benefits. It's not a guarantee of payment. He, this is a supplemental insurance policy that helps with deductible, co-pay, and co-insurance. It's billed secondary to the primary.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] He has an inpatient benefit amount of $3000.
[AGENT][NEUTRAL] And then he also has an outpatient benefit amount of, let me look real quick.
[AGENT][NEUTRAL] Of $3000 to help towards co-pay, deductible or co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and um since you're a secondary supplemental you don't need the information for the primary, do you?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK, um, and then do you have a reference number for our call?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] Alrighty, thank you so much for your help, [PII]. You have a great day.
[AGENT][POSITIVE] You have a wonderful day too, Ms. [PII], and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.