AccountId: 011433970860
ContactId: 08781a94-574c-43a4-aaea-086a738880c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114139 ms
Total Talk Time (AGENT): 65585 ms
Total Talk Time (CUSTOMER): 31923 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/08781a94-574c-43a4-aaea-086a738880c3_20250331T20:04_UTC.wav
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[AGENT][POSITIVE] Good, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling to verify benefits for a patient.
[AGENT][NEUTRAL] I can certainly help with benefits, [PII]. What's the policy number, please?
[CUSTOMER][NEUTRAL] 1419017.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I could have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Now for outpatient benefits, the secondary insurance will pick up the deductible, co-payment or co-insurance up to $1000 per calendar day. That is just a verification of the benefits, not a guarantee of payment, but that is a per calendar day benefit. It covers outpatient hospital, urgent care, um, outpatient surgery centers, um.
[AGENT][NEUTRAL] Treatment within the physician's office, cancer treatment, durable, excuse me, uh, independent labs and durable medical. Is there anything else would you like to know about the inpatient benefits or?
[CUSTOMER][NEUTRAL] Um, no, this is for an outpatient, um, hospital sleep study, so that.
[CUSTOMER][NEUTRAL] $1000 would apply for this.
[AGENT][NEUTRAL] Uh, yes, that, that would pay, that is, um, cause it's in an outpatient hospital setting or within a physician's office and that is what this policy is for.
[CUSTOMER][NEUTRAL] Alright, so $1000 a day and is there a reference number for the call?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We'll use that in today's date as a reference. Is there anything else at all that I need help with?
[CUSTOMER][POSITIVE] No, that's all I needed. Thank you so much. You have a great day.
[AGENT][POSITIVE] Thanks for contacting AP