AccountId: 011433970860
ContactId: df335c72-a2a1-41e0-8f9a-3f3c680241b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228080 ms
Total Talk Time (AGENT): 94739 ms
Total Talk Time (CUSTOMER): 61084 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/df335c72-a2a1-41e0-8f9a-3f3c680241b0_20250317T15:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from Saint Saint Mary's Hospital. I have a patient. I'm calling to get inpatient medical benefits for.
[AGENT][POSITIVE] OK, I'm happy to check on benefits for you today. Do we have their policy number?
[CUSTOMER][NEUTRAL] Yes, I have a policy number of.
[CUSTOMER][NEUTRAL] 02597992
[AGENT][NEUTRAL] OK, thank you, [PII]. Let me pull this up here one moment.
[AGENT][NEUTRAL] And if I could get the uh patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you so much. So the patient is active. The effective date on this is [PII].
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] There.
[AGENT][NEUTRAL] Um, so it looks like if they're in the hospital, like if they've been admitted, the hospital confinement benefit is $100 per day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it looks like, usually.
[AGENT][NEUTRAL] OK, there is no sort of admission benefit or anything like that. Sometimes they do have that. It does have a surgical and anesthesia benefit if that applies. Um, it looks like the surgical benefit is up to $2000 and the anesthesia is 25% of that.
[CUSTOMER][NEUTRAL] OK, so it's just $100 per day. How many days do they have a year on that? I know the policy just started.
[AGENT][NEUTRAL] Yeah, let's see.
[AGENT][NEUTRAL] It looks like it'll cover up to 1500, that's the max.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Up to $1500.
[CUSTOMER][NEUTRAL] Is that what you're saying?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] To 1500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So 15 days basically.
[AGENT][NEUTRAL] And then it has, I don't know, like it has some intensive care stuff too. I don't know if any of that would apply.
[CUSTOMER][NEUTRAL] Yeah, he's not in. I don't think he's gonna make a look and make sure that he's not in.
[CUSTOMER][NEUTRAL] Yeah, OK, um, and this plan is a limited benefit plan, so it doesn't require any type of notification for the admission.
[AGENT][POSITIVE] Correct, yes ma'am, yeah, limited benefit, exactly right.
[CUSTOMER][NEUTRAL] OK. And um do you do reference numbers for your calls?
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initial than today's date. My name again is [PII], that's [PII] My last initial is [PII].
[CUSTOMER][POSITIVE] All right, [PII], thank you for your help this morning. Have a great day.
[AGENT][NEUTRAL] You too [PII], bye bye.