AccountId: 011433970860
ContactId: d553133f-f0cb-44f6-8fb3-41883b1bfdb7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185639 ms
Total Talk Time (AGENT): 71378 ms
Total Talk Time (CUSTOMER): 88031 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/d553133f-f0cb-44f6-8fb3-41883b1bfdb7_20250313T18:00_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] from Memorial Hospital. I'm just trying to check if patient is active with her supplement plan.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] I do. It's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I do. I have 1174455 ML 5.
[CUSTOMER][NEUTRAL] I don't know if it's gonna be 4 or 5 for hospital benefits.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII] or [PII], birthday [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yeah, she's having a surgery. We have um another insurance as primary and then she gave us this as the supplement.
[AGENT][NEUTRAL] OK. Actually, this policy number canceled [PII]. Let me look and see if she has another active policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She does have another policy. That policy number is 01318421.
[CUSTOMER][NEUTRAL] 013184.
[AGENT][NEUTRAL] 21.
[CUSTOMER][NEUTRAL] Is that under APL also?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, perfect. Alright, so that started when so I can put that date.
[AGENT][NEUTRAL] The effective date is [PII]. It is active.
[CUSTOMER][NEUTRAL] [PII]. All right. OK.
[CUSTOMER][NEUTRAL] I'm gonna repeat the ID right? So I have 01318421.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. Somebody put, how about what's web TPA? Do you know them? Web TPA?
[AGENT][NEUTRAL] Uh, they do some of our policies, but not this one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what I thought because I couldn't find her with them.
[AGENT][NEUTRAL] It's um, yeah, it's an APA all American Public Life.
[CUSTOMER][NEUTRAL] OK, perfect. Does it say how much APL pays towards her, help her towards her benefits?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Is it for outpatient, inpatient or doctor's office?
[CUSTOMER][NEUTRAL] If it doesn't, it's OK.
[CUSTOMER][NEUTRAL] It's gonna be outpatient hospital.
[AGENT][NEUTRAL] OK, any benefits given over the phone is not a guarantee of payment for outpatient, we pay uh whatever the primary applies to her deductible, co-pay, or co-insurance only up to $500 per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Perfect. APL. Thank you so much. I'll put it in. All right.
[AGENT][POSITIVE] Bye. Thank you, [PII], for calling [PII]. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.