AccountId: 011433970860
ContactId: e6d58980-1699-4838-a98d-a14a8197fe09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189100 ms
Total Talk Time (AGENT): 57656 ms
Total Talk Time (CUSTOMER): 57070 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/e6d58980-1699-4838-a98d-a14a8197fe09_20250414T14:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII]. I'm calling from [PII]. I am just checking on eligibility and benefits for a patient of ours.
[AGENT][NEUTRAL] Hi, [PII], I can help you with eligibility and benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, my direct line is [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah, it is D as in Delta, 462056559.
[AGENT][NEUTRAL] And do you have a patient last name?
[CUSTOMER][NEUTRAL] Uh, last name is [PII].
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is that [PII]?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Do you have her date of birth?
[CUSTOMER][NEUTRAL] Yes, date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, this is not a guarantee of payment, basic outline of the policy. Uh, looks like she's effective [PII]. Policy is active.
[AGENT][NEUTRAL] And is this gonna be for outpatient services or um what type of benefits?
[CUSTOMER][NEUTRAL] Yep, it is, uh, she's gonna have a surgery done that will be done outpatient hospital, so I just wanted to check for a co-pay or anything if she may be or may have a responsibility. I apologize.
[CUSTOMER][NEUTRAL] And then I do have 3 procedure codes here if you need it as well.
[AGENT][NEUTRAL] Um, so this is a
[AGENT][NEUTRAL] Uh, no. Um, it is a limited policy, so it's a hospital indemnity plan, so it's very limited for outpatient surgery.
[AGENT][NEUTRAL] They have a benefit that is a maximum payout of $250 per day.
[AGENT][NEUTRAL] And that's one day per calendar year.
[CUSTOMER][NEUTRAL] OK, sounds good and then do you provide any reference number for phone calls at all?
[AGENT][NEUTRAL] Um, just my name and today's date. [PII], first initial to last name, [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alright perfect thank you so much for your help today, [PII]. I appreciate it you have a great day.
[AGENT][POSITIVE] Thank you for calling APL you as well.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] OK.