AccountId: 011433970860
ContactId: e57150a3-c854-45e2-95de-b9799984a656
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164410 ms
Total Talk Time (AGENT): 77171 ms
Total Talk Time (CUSTOMER): 46823 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/e57150a3-c854-45e2-95de-b9799984a656_20250408T17:55_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling because I need to verify eligibility on a member.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility and may I have your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected Miss [PII].
[CUSTOMER][NEUTRAL] [PII] and I'm sorry I didn't catch your name.
[AGENT][NEUTRAL] My name is [PII] last initial [PII]
[AGENT][NEUTRAL] And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] 02564346
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] All right. And you said you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][NEUTRAL] OK, and you guys cover whatever primary doesn't cover or up to what do you cover for inpatient hospital stay?
[AGENT][NEUTRAL] Inpatient, let me get that benefit for you and this is not a guarantee of payment, just the verification of coverage and that's just a disclaimer. And we have a maximum benefit of 2550 per covered person per calendar year.
[CUSTOMER][NEUTRAL] So you guys cover up to 2500.
[AGENT][NEUTRAL] 2550. Mhm.
[CUSTOMER][NEUTRAL] Give me a second, let me just write it down.
[CUSTOMER][NEUTRAL] So whatever let's say patient has out of pocket of 3000 you guys would just cover up the 25, 25,500, 2550 and then remainder will be patient responsibility.
[AGENT][NEUTRAL] Uh, correct, yes. We only pay the maximum benefit, which is the 2550 any remaining after that is gonna be member's responsibility. Mhm.
[CUSTOMER][NEUTRAL] And you guys don't require us right since you're secondary?
[AGENT][POSITIVE] No, correct, because we're just secondary, mhm, that's right.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Can I please get a reference number for our call?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] All right, thanks so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] That is it. I appreciate it.
[AGENT][POSITIVE] You're welcome. Thank you for calling APO. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.