AccountId: 011433970860
ContactId: d34df83d-30ff-4444-96e8-a955484871e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291279 ms
Total Talk Time (AGENT): 79788 ms
Total Talk Time (CUSTOMER): 54588 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/d34df83d-30ff-4444-96e8-a955484871e5_20250424T15:31_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII] and I'm calling from Jackson South Hospital. I have a patient um coming in and she has gap insurance and I need to find out how much hospital outpatient she has.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Coverage.
[CUSTOMER][NEUTRAL] [PII] direct number.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Sure do.
[CUSTOMER][NEUTRAL] Uh, policy 02585154.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[AGENT][NEUTRAL] What's that patient's name?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Hold on one moment, I'm sorry.
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits for outpatient?
[CUSTOMER][NEUTRAL] Hospital outpatient, yes, I need to see how much coverage she has.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phones, not a guarantee of payment?
[AGENT][NEUTRAL] For outpatient, we'll pay up to 4000.
[AGENT][NEUTRAL] Hold on just a moment. Let me see if it's per calendar year or plan year. Hold on one moment.
[AGENT][NEUTRAL] Hold on one moment, OK?
[CUSTOMER][NEUTRAL] If you can tell me if you can tell me how much of that is still available please also.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I apologize.
[AGENT][NEUTRAL] Taking me just a minute.
[CUSTOMER][NEUTRAL] Don't worry, what was your name so I could just note it down?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the initial to your last name [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, they're inpatient and outpatient is combined.
[AGENT][NEUTRAL] 4000.
[AGENT][NEUTRAL] But it's not showing me if it's per calendar year. Would you like me to call you back on that once I find out?
[CUSTOMER][NEUTRAL] No, what I really need to know is how much of it is left.
[AGENT][NEUTRAL] If it
[AGENT][NEUTRAL] OK. Hold on one moment.
[AGENT][NEUTRAL] She hasn't used anything, so we'll pay up to that 4000 anything that is applied to the deductible co-pay or co-insurance.
[CUSTOMER][NEUTRAL] Full amount is available.
[CUSTOMER][POSITIVE] Perfect. Do you give out call reference numbers or is it just your name, date and time?
[AGENT][NEUTRAL] My name, date and time. Is there anything else I can have?
[CUSTOMER][NEUTRAL] What time is it where you're located?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect. You have a great rest of your day. Thank you, [PII]. Bye bye.
[AGENT][NEUTRAL] Thank you, [PII] for calling AP.