AccountId: 011433970860
ContactId: dfaed341-6b15-4fe5-bdbc-fad4c4c40fad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175809 ms
Total Talk Time (AGENT): 111495 ms
Total Talk Time (CUSTOMER): 45252 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/dfaed341-6b15-4fe5-bdbc-fad4c4c40fad_20250206T14:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Hi, I'm trying to get benefits on a patient schedule [PII].
[AGENT][POSITIVE] OK, be glad to help you. Go ahead and give me your name and the member's policy number, please.
[CUSTOMER][NEUTRAL] My name is [PII] Policy number is 01.
[CUSTOMER][NEUTRAL] 861523 M for Mary, L for Lima, 8.
[AGENT][NEUTRAL] Alright, [PII], thank you for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number please, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, [PII], thank you for that information. Now what's your patient's name and date of birth today, please, ma'am?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alright, looks like [PII] is the insured on this medical supplemental plan and you did say you want to get benefits. Is that correct, [PII]?
[CUSTOMER][NEUTRAL] Yes, for hospital outpatient.
[AGENT][NEUTRAL] Alrighty. Hold on, I think you flipped to a different number. Hold on just a moment for me.
[AGENT][NEUTRAL] Let's see. Yeah, looks like he did.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, and I'm so sorry, what was that exact benefit you're needing?
[CUSTOMER][NEUTRAL] Hospital outpatient benefits.
[AGENT][NEUTRAL] Is still outpatient. Alright, let me pull that up. Now while I'm pulling the benefit up, let me give you the correct policy number. Looks like you did flip to a different policy number effective [PII]. So let me first off give you that correct policy number, [PII].
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] It's gonna be 025.
[AGENT][NEUTRAL] 83435.
[CUSTOMER][POSITIVE] Perfect. And I'm sorry, your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII]
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, so you did say you want outpatient benefits. OK, let's see now what we are, of course, is his medical supplemental plan, [PII]. So the only thing that we would pick up and pay on for sickness and injury is anything that is applied towards his deductible, co-pay or co-insurance at his primary insurance carrier. If it's not covered there, it's not covered here.
[AGENT][NEUTRAL] And he has excuse me, he has a zero deductible here, no pre-cert, and a $2000 per calendar day benefit here for outpatient.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] Yes, ma'am, and is that all I can help you with?
[CUSTOMER][POSITIVE] Um, yes, thank you so much.
[AGENT][POSITIVE] All right. Yes, ma'am, and thanks for calling APL. Have a great day, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye.