AccountId: 011433970860
ContactId: e121b320-0a47-4f11-8066-0343590a9652
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202619 ms
Total Talk Time (AGENT): 79304 ms
Total Talk Time (CUSTOMER): 72244 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/e121b320-0a47-4f11-8066-0343590a9652_20250604T15:27_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. How are you?
[AGENT][POSITIVE] I'm good, [PII], how are you today?
[CUSTOMER][NEUTRAL] Good, thank you. I'm calling to see if you can help me with regarding a patient's information. Um, she's coming in for inpatient surgery done in the facility, and I wanna see if she, if she has, um, what she has available to use.
[AGENT][NEUTRAL] OK, I can assist with that, [PII]. What is your callback number please?
[CUSTOMER][NEUTRAL] It's area code [PII].
[AGENT][POSITIVE] Thank you very much and may I have that policy number please?
[CUSTOMER][NEUTRAL] You want.
[CUSTOMER][NEUTRAL] It's gonna be 01845844 M as in Mary, L as in Larry, 8.
[AGENT][POSITIVE] Thank you very much for the information and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII]. Last name is [PII] Date of birth [PII].
[AGENT][POSITIVE] Thank you very much for that [PII] and again you're calling for inpatient benefits for this member I can assist you with that. Give me one moment please.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Um, this policy shows effective for her as of [PII], and it shows active as her supplemental medical.
[AGENT][NEUTRAL] And for the benefits for inpatient, please note verification of benefits provided does not guarantee payment.
[AGENT][NEUTRAL] We will pay up to $2000 to help with her major medical deductible, co-pay and co-insurance, and that's for the calendar year.
[CUSTOMER][POSITIVE] Perfect. And does she, and does does she have the whole amount available to use?
[AGENT][NEUTRAL] OK, let me check to see what has been accumulated for that inpatient for the year. One moment please.
[AGENT][NEUTRAL] Currently she has $2000 remaining.
[CUSTOMER][NEUTRAL] How much? 1000?
[AGENT][NEUTRAL] She has 2000 remaining the full amount benefit.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, patient amount available to use is 2000.
[CUSTOMER][NEUTRAL] Perfect. OK, [PII], do you have a um reference number or is it gonna your name and the date?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is my name in today's date. My last initial is [PII]. Would you need any information as far as claims submission, or do you have that already?
[CUSTOMER][POSITIVE] No, I haven't already. Thank you so much for your time.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a great day bye.
[CUSTOMER][NEUTRAL] You too. Bye.