AccountId: 011433970860
ContactId: f204ee3f-dfe0-4dab-9b5e-8101035119e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148880 ms
Total Talk Time (AGENT): 69845 ms
Total Talk Time (CUSTOMER): 53543 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/f204ee3f-dfe0-4dab-9b5e-8101035119e1_20250327T15:23_UTC.wav
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[CUSTOMER][NEUTRAL] They do have they they got.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi sir, my name is [PII]. I'm calling from Piedmont Noonan Hospital calling to verify coverage for a patient.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on coverage and benefits. Can I get the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02608115.
[AGENT][POSITIVE] Thank you for that. One moment please.
[AGENT][NEUTRAL] And do you have a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[CUSTOMER][NEUTRAL] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you so much, [PII]. Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Patient's name is uh [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So the patient is active. The effective date is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, and does he have a copay for um ER visits?
[AGENT][NEUTRAL] Uh, let me see what the ER coverage is one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, so member has a limited benefit plan, so there's not gonna be any sort of co-pay or anything like that. Um, it's only gonna pay the set amount depending upon what they're being seen for. So it looks like.
[CUSTOMER][POSITIVE] I actually like to
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If they're admitted to the hospital, it would pay out $1000 and then it pays $100 for consignment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] And is the claims address the [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Alright, and can I get a reference number for this call?
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initial than today's date. My name again is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] Thank you, sir.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye.