AccountId: 011433970860
ContactId: f1169c2d-c623-424c-9402-155ec807d618
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164199 ms
Total Talk Time (AGENT): 47839 ms
Total Talk Time (CUSTOMER): 91614 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/f1169c2d-c623-424c-9402-155ec807d618_20250423T13:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] You a $100
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a provider's office and I'm calling to check if a patient has um benefits for a, for the physician charges for the inpatient delivery.
[CUSTOMER][NEUTRAL] Checking out
[AGENT][NEUTRAL] OK, I can help you with benefits. Um, do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][NEUTRAL] Um, the policy ID?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, it is let me get that for you 02609747.
[CUSTOMER][NEUTRAL] The console.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEGATIVE] Um, [PII], the codes are all wrong. I, I shouldn't say that we got one yesterday after hours.
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] I'm sorry, [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and you said physician inpatient, is that correct?
[CUSTOMER][NEUTRAL] Yeah, so she's pregnant, um, so it's basically like her global maternity and the physician charges for inpatient delivery.
[AGENT][NEUTRAL] OK. Um, let me get her policy pulled up. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] This is not a guarantee of payment, basic outline of the policy.
[CUSTOMER][NEUTRAL] She is having an infection she's having a recurring infections.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] We need the referral to reflect.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] And then yeah.
[AGENT][NEUTRAL] Uh, give me just a moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, so this benefit is for, um, hospital services, so it's a $5000 per covered person per calendar year.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] So it would be for like inpatient hospital charges, so like facility fees.
[CUSTOMER][NEUTRAL] She was in your office
[CUSTOMER][NEUTRAL] OK, so because it's gonna be an inpatient delivery, so um, so it's 5000? Oh, OK.
[AGENT][NEUTRAL] Yes, 5000.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Thank you for that. Do you provide reference numbers?
[AGENT][NEUTRAL] That's just my name, [PII], first initial to last name [PII], and today's date. And anything else I can help with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Great. Thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Yeah