AccountId: 011433970860
ContactId: f5b7baf2-466e-4f45-ada4-e217fbd97d2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134250 ms
Total Talk Time (AGENT): 68338 ms
Total Talk Time (CUSTOMER): 56729 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/f5b7baf2-466e-4f45-ada4-e217fbd97d2d_20250115T15:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. Can I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Forsyth Medical Center. Um, I wanted to check benefits, um, on a customer that's been seen at the hospital under observation.
[AGENT][NEUTRAL] OK [PII], can I get a good callback number?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Can I get the policy number?
[CUSTOMER][NEUTRAL] Uh-huh, it's 02580937.
[AGENT][NEUTRAL] OK, thank you [PII], can you confirm the patient's name and date of birth for me?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Sure, it's [PII] [PII].
[AGENT][NEUTRAL] OK, thank you and you said you're calling to take benefits?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I can definitely take a look. Now, is there a certain, like, OK, I know you said hospital, but is there a certain place of service like ER or?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's an ER admission, but he's under observation. He hasn't been admitted.
[AGENT][NEUTRAL] OK, um, so this will be a verification of benefits and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so on the policy, um, this is a hospital indemnity policy, so it's a limited benefit plan. Um, the policy, it's outpatient accident and sickness treatment benefit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The policy is an emergency room. It does pay $50 per day with a maximum of 2 days per calendar year per cover person.
[CUSTOMER][NEUTRAL] OK, per day, and you said a 2 day, um, maximum.
[AGENT][NEUTRAL] 2 days per calendar year mhm.
[CUSTOMER][NEUTRAL] OK, today next. OK, alright.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and it doesn't require an um an authorization or anything, does it?
[AGENT][NEUTRAL] No ma'am, this policy does not require offer any services.
[CUSTOMER][NEUTRAL] OK, alright, thank you. So, oh, and when was the effective date?
[AGENT][NEUTRAL] It's effective [PII].
[CUSTOMER][POSITIVE] [PII]. OK, alright, thank you so much.
[AGENT][POSITIVE] Yes ma'am, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] OK, well thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Alright bye bye.