AccountId: 011433970860
ContactId: e2b2664d-7240-460d-9379-27ae4cb4d503
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134919 ms
Total Talk Time (AGENT): 70982 ms
Total Talk Time (CUSTOMER): 68172 ms
Interruptions: 3
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/e2b2664d-7240-460d-9379-27ae4cb4d503_20250130T16:17_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, this is [PII]. I'm calling from Memoria West. Just need to verify, um, eligibility and a patient please.
[AGENT][POSITIVE] I'm sure sure I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Mhm [PII].
[AGENT][NEUTRAL] OK. Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's 1481847 ML.
[CUSTOMER][NEUTRAL] I think the hospital is 7. I don't have a card for him yet.
[AGENT][NEUTRAL] OK. And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's not scanner.
[CUSTOMER][NEUTRAL] Uh [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And that's, that's the policy number I found them in our system.
[CUSTOMER][POSITIVE] Perfect, OK.
[AGENT][NEUTRAL] And just let me advise you, mhm, that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active.
[CUSTOMER][NEUTRAL] All right and.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And is this for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, it is for outpatient.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to $500 per day and that's for the copay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] Thank.
[CUSTOMER][NEUTRAL] OK, and did, did you speak it out today, would he need authorization for a secondarian or no?
[AGENT][NEUTRAL] No, ma'am, because we go by the primary carrier's guidelines.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] OK, perfect. OK, and what was your name?
[AGENT][NEUTRAL] It's [PII], um, it's spelled [PII] and my last initial is [PII]. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Um, do you have a reference number?
[AGENT][NEUTRAL] You can use my name in today's date.
[CUSTOMER][POSITIVE] OK, perfect. Alright, I appreciate your help thank you so much, [PII].
[AGENT][POSITIVE] OK, no problem. I thank you, [PII], for calling APL. Have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thank you you too thank you bye bye bye bye.
[AGENT][NEUTRAL] Bye.