AccountId: 011433970860
ContactId: ff5a5199-b24a-465f-966c-5f0f93aadc60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132759 ms
Total Talk Time (AGENT): 63900 ms
Total Talk Time (CUSTOMER): 47719 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/ff5a5199-b24a-465f-966c-5f0f93aadc60_20250213T21:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes hi good afternoon I'm sorry you said your name is?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and it's B as in boy.
[AGENT][NEUTRAL] Hello, [PII]. How can I assist you?
[CUSTOMER][NEUTRAL] Uh yes, I'm just calling to check um for benefits and uh coverage to see how much you guys cover a patient for inpatient hospital surgery.
[AGENT][POSITIVE] I'm sure I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It's 02317825 M as in mom, L as in Larry, the number 8.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active, and for inpatient benefits, we cover up to 5000 per calendar year, and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK. And let me ask you, how much does the patient have remaining?
[AGENT][NEUTRAL] OK, let's see. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, before 5000 is available.
[CUSTOMER][NEUTRAL] OK, so are you alrighty and um.
[CUSTOMER][NEUTRAL] OK, and EV, you spell your name [PII]?
[AGENT][NEUTRAL] Yes, ma'am. And my last initial is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, and a reference number?
[AGENT][NEUTRAL] Um, the reference number is my name and today's date. Um, is there anything else that I can assist you with?
[CUSTOMER][NEGATIVE] Uh, no thank you, that will be all.
[AGENT][POSITIVE] OK, thank you again, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thank you you too.