AccountId: 011433970860
ContactId: dd787374-a1c5-409d-8ba0-f0fc3719890a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168029 ms
Total Talk Time (AGENT): 89728 ms
Total Talk Time (CUSTOMER): 48654 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/dd787374-a1c5-409d-8ba0-f0fc3719890a_20250317T22:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. I just need to verify patients benefits and eligibility please.
[AGENT][NEUTRAL] OK, I can help you with benefits and eligibility. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], direct phone number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII] and what's the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] It might be under UCH MHS.
[AGENT][NEUTRAL] OK, thank you. And what is the name of the insured, their date of birth, and policy number?
[CUSTOMER][NEUTRAL] Policy number 586-062 for [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, let me look and see if I can find that policy.
[AGENT][NEUTRAL] OK. I do have Ava pulled up, um.
[AGENT][NEUTRAL] I'm checking to see if she has an active policy. Let me give you her active policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 194.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 7256.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the policy effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. She has a supplemental insurance policy that that's billed secondary to the primary. It helps with deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She has an inpatient.
[CUSTOMER][NEUTRAL] OK, yeah, because the card, yeah, because the card we have is kind of messed up, so we didn't know if it was a supplemental or what it was.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, it is supplemental. Uh, she has an inpatient benefit amount per calendar year of $7000 and then she has an outpatient calendar year benefit of $5000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect, thank you so much for your help. I appreciate it. Will there be a call reference number today?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] Perfect, thank you again so much for your help. I appreciate your time.
[AGENT][POSITIVE] You're welcome, [PII]. I hope you have a wonderful day, and there's nothing else I can do to help you?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] That was all I needed. Thank you again so much.
[AGENT][POSITIVE] OK, you take care thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.