AccountId: 011433970860
ContactId: df55ef6b-c5f7-4098-a338-8b78b411237b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223470 ms
Total Talk Time (AGENT): 77821 ms
Total Talk Time (CUSTOMER): 132892 ms
Interruptions: 3
Overall Sentiment: AGENT=1.9, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/df55ef6b-c5f7-4098-a338-8b78b411237b_20250506T14:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATM. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm actually calling for my husband. Um, we're currently at the hospital, and they are looking at admitting him, um, and he's super anxious. He just wants, he wants to know, um, the benefits if, if that's possible, just kind of get an idea.
[AGENT][NEUTRAL] Sure. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Your callback number is [PII].
[CUSTOMER][NEUTRAL] And policy number, let me see, I'm looking at the American Public Life card, um, is it.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Group number?
[AGENT][NEUTRAL] It should say search for policy number. What's that number?
[CUSTOMER][NEUTRAL] In hospitals benefits.
[CUSTOMER][NEUTRAL] Yes, got it, got it. OK, so I've got 0247.
[CUSTOMER][NEUTRAL] 342 8 ML 7
[CUSTOMER][NEUTRAL] And then the
[CUSTOMER][NEUTRAL] Um, outpatient is L8.
[AGENT][NEUTRAL] What's your name?
[AGENT][POSITIVE] Thank you. What's your name?
[CUSTOMER][NEUTRAL] The, the name on the card is, my name's [PII].
[AGENT][NEUTRAL] What's your full name and your date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And now it's for my husband we have family, so his name and he's the primary on this.
[AGENT][NEUTRAL] I got you, but you're the one calling, so I need your information unfortunately. Can I have a mailing address for you?
[CUSTOMER][POSITIVE] Got it, got it. Yeah, no, that's OK.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], sorry, [PII]. I'm thinking to work [PII].
[CUSTOMER][NEUTRAL] And um we're [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] [PII]
[AGENT][NEUTRAL] You're [PII], you're calling about the outpatient benefits so it looks like you guys have 5000 per calendar.
[AGENT][NEUTRAL] $5000 per occurrence for inpatient services.
[AGENT][NEUTRAL] And this is not a guaranteed benefits just a disclaimer of the policy's coverage. So if he's staying over 18 hours, then that'll be considered as inpatient. But if it's under 18 hours, then he has outpatient benefits of $300 per calendar day.
[CUSTOMER][NEUTRAL] OK, so what?
[CUSTOMER][NEUTRAL] Per calendar day, got it. OK, so over it's 5000 under. OK, got it, got it, got it. Um, they are, yeah, so it looks like they're going to admit him, but that doesn't mean the admitting doesn't mean he's inpatient, right? It has to be 18 hours.
[AGENT][NEUTRAL] Yeah, 18 hours or more. Yes, ma'am. Yes.
[CUSTOMER][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] OK, got it. OK, understood.
[AGENT][NEUTRAL] So make sure you guys give the card to the um when you give the primary insurance card, make sure you give them a copy of that card as well. So that way when they submit the claim to the primary then they send it here to American Public Life.
[CUSTOMER][NEUTRAL] We did.
[CUSTOMER][POSITIVE] They did yep, they have it on file and I think they did call just to make sure it was active so we're good um OK that was wonderful thank you so much.
[AGENT][NEUTRAL] Alrighty, is
[AGENT][POSITIVE] I hope everything goes well for your spouse. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Thank, thank you, thank you.
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] You're welcome, thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] Thank you. OK.
[CUSTOMER][NEUTRAL] OK, bye.
[CUSTOMER][NEUTRAL] Mhm