AccountId: 011433970860
ContactId: f95d974c-caf4-43af-8511-2d89a1170e50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 622119 ms
Total Talk Time (AGENT): 130179 ms
Total Talk Time (CUSTOMER): 62644 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=-1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/f95d974c-caf4-43af-8511-2d89a1170e50_20250506T18:56_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there, my name's [PII] calling from Geisinger Medical Center. Um, I'm calling to check eligibility and to see if this plan would have, um, emergency room benefits.
[AGENT][NEUTRAL] OK, [PII], so you're needing eligibility and emergency room benefit information, is that correct?
[CUSTOMER][POSITIVE] Correct, yep.
[AGENT][POSITIVE] Yes, ma'am. I can help you with those things. And what is your callback number, please?
[CUSTOMER][NEUTRAL] Mhm it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] Mhm I have 026068889.
[AGENT][NEUTRAL] OK, thank you one moment while I get the member's information pulled up.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and any information, [PII] that I do provide today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm. Uh, that's for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so he is the subscriber on this limited benefit plan and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Do you mind letting me place you on hold for a moment?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][POSITIVE] OK, great. Thank you so much.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] [PII], thank you so much for holding for me. I apologize about the lengthy delay. OK, so on this limited benefit plan, it appears that the benefit would be
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Oh well.
[AGENT][NEUTRAL] And again, any information provided is a verification of benefits and not a guarantee of payment. But the benefit amount would be $350 per day.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] With the max of one day per calendar year per covered person.
[CUSTOMER][NEUTRAL] OK, so was that for ER or just anything that they're seeing for just that's the limited amount of 350, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's um, that's emergency room. That's the emergency room.
[CUSTOMER][NEUTRAL] Emergency.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][POSITIVE] All right, um, sounds good then.
[AGENT][NEUTRAL] And then mhm and again um if you all do file a claim for this number on this policy once it's been processed, we do have a portal that you should be able to check claim status in [PII] and the website for that is going to be [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Sounds good um and do you have a reference number for the call?
[AGENT][NEUTRAL] Uh, yes ma'am, and you would use my name along with today's date.
[CUSTOMER][POSITIVE] Alright and sounds good. That's all I needed then. I appreciate your help.
[AGENT][POSITIVE] Well, you are certainly very welcome. So if that is all that I can help you with. Thank you again for calling APL and I do um appreciate you holding for me as long as you did while I could get his information pulled up.
[CUSTOMER][NEUTRAL] No, that's fine thank you.
[AGENT][POSITIVE] OK. Well, have a great day, [PII], and thank you again for calling.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.