AccountId: 011433970860
ContactId: cf85bf95-6c63-4e90-99d4-07d6ef081e99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219699 ms
Total Talk Time (AGENT): 63106 ms
Total Talk Time (CUSTOMER): 66914 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/cf85bf95-6c63-4e90-99d4-07d6ef081e99_20250620T16:15_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from Saint Rose Dominican Hospital, checking with inpatient eligibility details. Could you please help me with that?
[AGENT][NEUTRAL] Yes, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] It's 02487499 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII], and the date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, this policy term 10-124, but she's got a more recent policy. Let me pull that up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She has medical coverage, right?
[AGENT][NEUTRAL] Yes, but the policy number you gave me was incorrect. Let me give you, give you that new one.
[AGENT][NEUTRAL] Uh, policy number is 252.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 1629.
[CUSTOMER][NEUTRAL] Just a moment, just a moment. 2521639.
[AGENT][NEUTRAL] 29
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 2521629.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then she's effective [PII] and active.
[CUSTOMER][NEUTRAL] Is there any group number for this plan?
[AGENT][NEUTRAL] My group number is.
[AGENT][NEUTRAL] 15185.
[CUSTOMER][POSITIVE] Thank you so much for that. May I know the plan I'd like BPO HM or what kind of plan?
[AGENT][NEUTRAL] It's a secondary supplemental policy.
[CUSTOMER][NEUTRAL] The member is a dependent or he's a subscriber for this plan?
[AGENT][NEUTRAL] The members, the insured, is that what you're asking?
[CUSTOMER][POSITIVE] OK. Thank you so much for that.
[CUSTOMER][NEUTRAL] Can I get a claim's mailing address?
[AGENT][NEUTRAL] Sas mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much. What is the time refunding limit?
[AGENT][NEGATIVE] There's no timely filing limit.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is there any call reference number for our call?
[AGENT][NEUTRAL] All reference is my name is [PII], first initial last name, [PII], and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much for that. Thanks for helping me and have a great day. Bye-bye. Take care.
[AGENT][POSITIVE] Thanks for calling APL you as well. Bye bye.