AccountId: 011433970860
ContactId: db987015-7965-4294-baca-c97ad9cc9d91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241460 ms
Total Talk Time (AGENT): 68986 ms
Total Talk Time (CUSTOMER): 58211 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/db987015-7965-4294-baca-c97ad9cc9d91_20250327T14:11_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Memorial Herman Hospital. We have a patient scheduled for an outpatient or uh yeah, outpatient procedure. I needed to verify their coverage.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have uh the patient policy number and what is a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, the policy number is 01797557ML8 and my call back [PII].
[AGENT][NEUTRAL] OK, thank you. Uh, do you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is not a guarantee of payment, just a basic outline of the policy.
[AGENT][NEUTRAL] And you said outpatient, is that correct?
[CUSTOMER][POSITIVE] That's correct, yes.
[AGENT][NEUTRAL] OK, I get that.
[AGENT][NEUTRAL] Uh, they have a $3000 calendar year maximum.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Has any of that been used?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] 557
[AGENT][NEGATIVE] Sorry, my system's running just a bit slow.
[AGENT][NEUTRAL] Can I place you on a brief hold?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Quit it, go.
[AGENT][NEUTRAL] Quit it, go.
[AGENT][NEUTRAL] C L H
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so sorry about that thank you for holding. Uh, no, they've not met anything.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] ZeroMed OK.
[CUSTOMER][NEUTRAL] OK, so it's just that $3000 calendar year max, and is this like a uh like a supplemental policy?
[AGENT][NEUTRAL] It is a supplemental policy. Please be sure to file with the primary explanation of benefits.
[CUSTOMER][NEUTRAL] OK, and what is the claims address?
[AGENT][NEUTRAL] Claims address is APL Claims. It's gonna be [PII], [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, any kind of authorization going to be needed?
[AGENT][NEUTRAL] Uh, no authorizations required.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And is there an effective date on this?
[AGENT][NEUTRAL] Uh, effective date is.
[AGENT][NEUTRAL] Uh, [PII] and active.
[CUSTOMER][POSITIVE] Perfect, thank you so much I appreciate it.
[AGENT][POSITIVE] OK, thank you for