AccountId: 011433970860
ContactId: da645fa9-ffa8-49ec-86de-253f86dd3e35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168619 ms
Total Talk Time (AGENT): 65718 ms
Total Talk Time (CUSTOMER): 69267 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/da645fa9-ffa8-49ec-86de-253f86dd3e35_20250422T15:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII], this is [PII]. I'm calling from [PII].
[CUSTOMER][NEGATIVE] Oh my [PII], I'm so tired. Jackson Health System I.
[CUSTOMER][NEUTRAL] I was calling to uh verify patients benefits.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the benefits and eligibility and [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The phone number here hold on I'm trying to remember.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the member's policy number?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Where is it now? Hold on, let's see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's 01 wait hold on 01637396 ML 7.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] OK, can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So, um, patient is going to be admitted. I just wanted to know like what it covers and you know all the.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So for inpatient, the calendar year max is $6000. Did you want me to see if they've used any, if she's used any?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] You said calendar max 6000.
[AGENT][NEUTRAL] Mhm, for the year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she has not used any of her inpatient benefits, so she still has that full 6000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and then the, the, the member ID is the one that I just provided you, right, like the, I use that.
[AGENT][NEUTRAL] Mhm, that's our policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, OK, do I get like a reference number for this call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. So that's [PII] is [PII].
[CUSTOMER][POSITIVE] OK, all right, thank you [PII] have a pleasant day.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] All right, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you, bye bye.