AccountId: 011433970860
ContactId: ded9060a-e3eb-4ad7-a943-4be8b81acb65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183850 ms
Total Talk Time (AGENT): 106535 ms
Total Talk Time (CUSTOMER): 42748 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/ded9060a-e3eb-4ad7-a943-4be8b81acb65_20250414T18:16_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling on behalf of Homestead Hospital to verify member eligibility and benefits for an ER visit with us.
[AGENT][POSITIVE] OK I'll be glad to help you. Go ahead and give me your name and the member's policy number, please, sir.
[CUSTOMER][NEUTRAL] My name is [PII], initial to my last name [PII], and the patient policy number is 2509919.
[AGENT][POSITIVE] Well, [PII], thank you so much for all of that information. Now while I'm pulling this up, [PII], go ahead and give me a good return telephone call number, please, sir.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, [PII], thank you for all that information. Now, your patient's name and date of birth, please sir.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That that.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright [PII], thank you so much for all that information. Looks like [PII] is the dependent spouse on this medical supplemental plan. I do show her original effective date is [PII]. She is still current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you want ER benefits. Is that correct, Amar?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, now what we are, of course, is just her medical supplemental plan. So the only thing that we will pick up and pay on for sickness and injury is anything that is applied towards your deductible, co-pay, or co-insurance at her primary insurance carrier. Now her benefit here is going to be no pre-cert, no deductible, and she has a $750 benefit payable per calendar day.
[CUSTOMER][NEUTRAL] All [PII], and what is the group name on the plan?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Her group name is Way Point Contracting.
[CUSTOMER][NEUTRAL] And is there a group number?
[AGENT][NEUTRAL] Yes, sir, 80075.
[CUSTOMER][NEUTRAL] Alrighty, and we have the subscriber on the plan as Paulster, is that correct?
[AGENT][POSITIVE] That is correct here, yes sir.
[CUSTOMER][NEUTRAL] And your name?
[AGENT][NEUTRAL] My name is [PII] and that is spelled [PII] And is that all I can help you with today, Elmo?
[CUSTOMER][POSITIVE] Yes ma'am, you've been very helpful. Thank you.
[AGENT][POSITIVE] Well, yes, sir, and thank you for calling APL AR and you have a great rest of your Monday.
[CUSTOMER][POSITIVE] Thank you, good day.
[AGENT][POSITIVE] Thank you, sir. Bye-bye.