AccountId: 011433970860
ContactId: f7c84c5a-7437-4dc3-b6dc-2da3a35bed25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164039 ms
Total Talk Time (AGENT): 57953 ms
Total Talk Time (CUSTOMER): 64105 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/f7c84c5a-7437-4dc3-b6dc-2da3a35bed25_20250416T15:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. I'm calling to get benefits, um, um, to confirm eligibility on a patient.
[AGENT][POSITIVE] Hey [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh yes, it's uh [PII] and my extension is [PII].
[AGENT][NEGATIVE] OK, what is the extension? Sorry, you're cutting out.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Can you hear me now?
[AGENT][NEUTRAL] Yes, I can hear you.
[CUSTOMER][NEUTRAL] Hello? Oh, perfect, sorry about that, it's [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I do. It is, uh, where did I go?
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] It is um 02592970.
[AGENT][NEUTRAL] OK, and the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] It looks like this policy is effective [PII]. It's currently active. And are you needing benefits for outpatient services or what type of services?
[CUSTOMER][NEUTRAL] Um, no, the patient is in our emergency room.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] What was your name again? I'm sorry?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So this is a limited hospital indemnity plan. So it's a, it's a very limited policy for emergency room, um, and this is not a guarantee of payment, basic outline of the policy.
[AGENT][NEUTRAL] Uh, this plan pays $50 per day for a max of 2 days per calendar year.
[CUSTOMER][NEUTRAL] So do you guys only pay $50 towards the emergency room?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK and um can I get a reference number?
[AGENT][NEUTRAL] Uh it's just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][NEUTRAL] And then do we send the claim to multi-plan or to a third party?
[AGENT][NEUTRAL] Um, to APL.
[CUSTOMER][NEUTRAL] And that's to the claims address in the back of the card, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK perfect um thank you very much have a good day.
[AGENT][POSITIVE] Thank you for calling APL
[CUSTOMER][NEUTRAL] Oh, I'm sorry, just to confirm that the claims go to IM PO Box.
[CUSTOMER][NEUTRAL] Uh, 21704.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Thank you. Have a good day.
[CUSTOMER][NEUTRAL] OK bye.