AccountId: 011433970860
ContactId: d6101863-44f7-4192-bafc-edb3d794db98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121879 ms
Total Talk Time (AGENT): 58448 ms
Total Talk Time (CUSTOMER): 41394 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/d6101863-44f7-4192-bafc-edb3d794db98_20250625T17:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Mercy Hospital with the insurance department calling to verify a patient's policy, please.
[AGENT][POSITIVE] I'm sure [PII] I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII]. My extension is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. The policy number?
[CUSTOMER][NEUTRAL] 01972960
[AGENT][NEUTRAL] OK, and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Last name is [PII]. The first name I'll have to spell it's [PII] O. Date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It is for outpatient hospital.
[AGENT][NEUTRAL] OK, for outpatient services, we cover up to $500 per occurrence and every occurrence is every 90 days. Um, we'll cover up to $500 for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] And deductible. OK, thank you so much for your help. I do appreciate it.
[AGENT][NEUTRAL] Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, ma'am, you've answered the questions I needed. Thank you.
[AGENT][POSITIVE] OK, thank you again, [PII] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You as well take care.
[AGENT][NEUTRAL] Mhm. You do the same.