AccountId: 011433970860
ContactId: f314a1f7-0ec8-454f-8d18-69eb4ad41b63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 395859 ms
Total Talk Time (AGENT): 120800 ms
Total Talk Time (CUSTOMER): 172012 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/f314a1f7-0ec8-454f-8d18-69eb4ad41b63_20250429T18:03_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] It's uh regarding his plan.
[AGENT][NEUTRAL] OK, the phone's going in and out. I heard a plan.
[CUSTOMER][NEUTRAL] Yes, yes, so what happened is I'm calling.
[CUSTOMER][NEUTRAL] for my brother.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] be talking um and I'd like to confirm his
[CUSTOMER][NEUTRAL] And what it covers regarding
[AGENT][NEUTRAL] OK, I'm getting, so it's, I'm trying to make it out. So you said uh your brother is in the hospital and you're trying to see what plan he has sounds?
[CUSTOMER][POSITIVE] I, I like to cook
[CUSTOMER][NEUTRAL] Are you finding that
[AGENT][NEUTRAL] Regarding, I can't hear you, ma'am.
[CUSTOMER][NEUTRAL] OK, let me, let me try. I'm gonna.
[CUSTOMER][NEUTRAL] Can you hear me now?
[AGENT][NEUTRAL] Yes, I can hear you.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK. So, yeah, I, I just took you off of my earbuds. So, um, so my, my brother, my brother is in the hospital and we are trying to look into his health plan. And what he needs now is like acute rehab and I just wanna confirm that um it's available or not.
[CUSTOMER][NEUTRAL] On the benefits.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][POSITIVE] I can give you all his his info.
[AGENT][NEUTRAL] May I have your
[CUSTOMER][NEUTRAL] I had a um I have a num yeah I have his social also.
[AGENT][NEUTRAL] May I have your name and a good contact number in case we're disconnected and then the social?
[CUSTOMER][NEUTRAL] Sure, um, I go by [PII]
[CUSTOMER][NEUTRAL] My number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, and his social whenever you're ready.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and I believe I just located it. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] We do have a uh we do have like a a little description of from his work what the plan is that we just wanna know, call you guys and confirm.
[AGENT][NEUTRAL] Right, I'm just, so the issue is he doesn't have anyone on his policy, so I'm trying to figure out how to technically we can't give any policy specific information, um.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I mean the.
[AGENT][NEUTRAL] The only thing that we can probably do um is like if you want to request a breakdown of his benefits from his employer, but just from the insurance company, we can't
[CUSTOMER][NEUTRAL] No, no, I, I, I, I have all that actually I have the breakdown from his company already, but I just can't see in there if he has um acute rehab facility.
[AGENT][POSITIVE] So then you have the benefits.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Acute rehab center, is that, is that in his uh benefit? That's all I wanna know on that one. Everything else we have like a list of, they sent a list of his uh his um fan name um hold on. It's um.
[CUSTOMER][NEUTRAL] Ensure plus basics I believe.
[AGENT][NEUTRAL] I understand the question. I'm, I'm just saying.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Legally, we cannot give any information because there's no one else on this policy but him. If you've already received the breakdown from the employer, do you see acute care on the breakdown?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I don't see it. I don't, I don't see that. I, I, uh, it's a, it's like a very basic kind of a, uh, a sheet that says like hospital, this and that. Is that it?
[AGENT][NEGATIVE] And it's not covered by the policy.
[AGENT][NEUTRAL] Um, it sounds like it, so the, the only way to guarantee would be to go ahead and give the hospital his insurance policy number.
[CUSTOMER][NEUTRAL] Yeah, we have, we have, we have, they, they already ran it.
[AGENT][NEUTRAL] Uh-huh, and let them.
[CUSTOMER][NEUTRAL] So they're OK if they call in, that they call in and they can find out the hospital.
[AGENT][NEUTRAL] The hospital can call and verify and we can um verify benefits with them, yes.
[AGENT][NEUTRAL] Or they can just submit the claim.
[CUSTOMER][NEUTRAL] OK, so I, you won't let me.
[AGENT][NEUTRAL] It's not that I won't let you.
[CUSTOMER][NEUTRAL] I just wanna confirm because.
[AGENT][NEUTRAL] It's not that I won't let you because of HIPAA laws I cannot.
[CUSTOMER][NEUTRAL] I understand. I
[CUSTOMER][NEUTRAL] So how do they usually do this since if the patient is not alert or not able to, you know, usually how would it, how does it work, the hospital?
[AGENT][NEUTRAL] They provide the
[AGENT][NEUTRAL] They provide the information to the hospital registration and they will give us a call and verify benefits.
[CUSTOMER][POSITIVE] Oh, I see. OK. All right. Thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help with?
[CUSTOMER][NEUTRAL] OK, bye.
[CUSTOMER][NEUTRAL] No, that's it. Um, I just wanna confirm also, oh, so you, OK, cause, so you are APL. OK. APL is, uh, the same as that insurance. OK. Thank you. OK, bye.
[AGENT][POSITIVE] Thanks for calling APL.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye-bye.