AccountId: 011433970860
ContactId: f4e5b87b-869c-4868-aeeb-cd53537a25c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143289 ms
Total Talk Time (AGENT): 70662 ms
Total Talk Time (CUSTOMER): 53484 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/2025/05/07/f4e5b87b-869c-4868-aeeb-cd53537a25c8_20250507T12:38_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], my name is [PII] at Holy Cross Hospital, and I'm just calling to verify coverage and benefits for patients.
[AGENT][POSITIVE] All right. Happy to check benefits and coverage, [PII]. Can I get their policy number?
[CUSTOMER][NEUTRAL] Um, yes, it is, uh, let me see.
[CUSTOMER][NEUTRAL] In hospital outpatient benefit certification numbers so I need for outpatient, so it'd be 018669.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 10 ML 8
[AGENT][POSITIVE] Thank you. Let me pull that up here.
[AGENT][NEUTRAL] And if I could get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. Alright. Patient does have an active plan. It is a different policy number. Do you need the active one?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, no, is it the ML 7?
[AGENT][NEUTRAL] No, it's a totally different number.
[CUSTOMER][NEUTRAL] Oh, give me one second let me see if this is the one we have 2 on here. Hang on 1 2nd.
[AGENT][NEUTRAL] It should be a 231 starting, yeah.
[CUSTOMER][NEUTRAL] 231-728-8
[AGENT][NEUTRAL] Yep, yep. So that's the active one effective date on that is [PII].
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] And then we're the secondary, so it covers deductible, co-pay, and co-insurance from the primary. The outpatient benefits on this or calendar day, which is 500 max.
[CUSTOMER][NEUTRAL] 500 max out of pocket.
[AGENT][NEUTRAL] Mhm. Per day, that's the most it's gonna cover.
[CUSTOMER][NEUTRAL] We're imaging centers, so they're coming in for um a bone density. Does she have, would she have a copay?
[AGENT][NEUTRAL] No, so this is gonna pick up any deductible, co-pay or co-insurance from their primary.
[AGENT][NEUTRAL] Cause we're the secondary, yeah.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you said effective date is [PII]?
[AGENT][NEUTRAL] Uh, I believe it was, sorry, let me go back here, uh, [PII].
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.