AccountId: 011433970860
ContactId: 08ce5c29-3b6a-4b58-9bd2-a49cf173e2a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241570 ms
Total Talk Time (AGENT): 91145 ms
Total Talk Time (CUSTOMER): 97140 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/08ce5c29-3b6a-4b58-9bd2-a49cf173e2a2_20250516T21:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, can you hear me?
[AGENT][NEUTRAL] I can.
[CUSTOMER][NEUTRAL] Hello. Oh, OK, sorry, I just want to double check because the phones are being a little bit hay.
[AGENT][NEUTRAL] Hello, can, yes.
[CUSTOMER][NEUTRAL] OK, yes, hi, um, my name is [PII]. My name is [PII]. The initial of my last name is [PII] I'm calling from the provider's office of Ortho now. Um, a good call back number in case we get disconnected is [PII].
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Did you need the.
[AGENT][POSITIVE] How can I help you today?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh yes, I was just calling in regards to a mutual patient, uh, for [PII]. I can give you her date of birth if you need that.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] I have this uh sorry, [PII].
[AGENT][NEUTRAL] OK, and then what is her policy number?
[CUSTOMER][NEUTRAL] Yes, I have here it's going to be 02009107 ML 8.
[AGENT][NEUTRAL] OK, let me look her up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I've got Miss [PII] pulled up.
[AGENT][NEUTRAL] And are you needing eligibility for her policy?
[CUSTOMER][NEUTRAL] Per
[CUSTOMER][NEUTRAL] Yeah, that, and just uh to verify the general benefits if you guys cover from her primary care as far as the deductible, the co-payment for the urgent care.
[AGENT][NEUTRAL] OK, yes, I can help you with that. So her policy is active. The effective date is [PII]. It is current.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is just to verify benefits. It's not a guarantee of payment, you're correct, she does have a supplemental insurance policy, um, she has an in pay calendar year benefit amount of $5000 and an outpatient calendar year benefit amount of $2500 that does help with deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] Oh OK, got it, so you said for the outpatient benefit you said it was 5000 or 2000, sorry.
[AGENT][NEUTRAL] No, the outpatient was 2500.
[CUSTOMER][NEUTRAL] 0, 2500 and then the other amount you were saying the 5000 was for which one?
[AGENT][NEUTRAL] Inpatient.
[CUSTOMER][NEUTRAL] Oh, inpatient, got it. So outpatients 2500 and um has she accumulated any of that or no?
[AGENT][NEUTRAL] Mm, let me look for you real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She has not used anything for the year of [PII].
[CUSTOMER][POSITIVE] OK, got you, perfect, thank you so much for your help and I'm sorry, what was your name again?
[AGENT][NEUTRAL] My name is [PII], it's [PII]
[CUSTOMER][NEUTRAL] And the initial to your last name?
[AGENT][NEUTRAL] It is a.
[CUSTOMER][NEUTRAL] OK, and then the reference call, um, the reference for the call is gonna be your name and today's date.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And Miss [PII], is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Alrighty uh huh.
[CUSTOMER][POSITIVE] No, that is it. I appreciate your help you have a good weekend.
[AGENT][POSITIVE] You have a wonderful weekend too and thank you for calling APA.
[CUSTOMER][POSITIVE] Alrighty take care.
[AGENT][NEUTRAL] Bye-bye, ma'am.