AccountId: 011433970860
ContactId: 0e0230a8-151b-4618-aabd-c6b697ac1e52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206940 ms
Total Talk Time (AGENT): 54518 ms
Total Talk Time (CUSTOMER): 90717 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/0e0230a8-151b-4618-aabd-c6b697ac1e52_20250506T19:20_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm [PII] for endocrinologist's office. I'm calling just to check the benefits and the patient eligibility, please.
[AGENT][POSITIVE] OK, I can help you with benefits and eligibility. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and I will provide you right now my phone, the phone number, right?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Yeah, sure, just give me one second to put it right here.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Alright, my phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient, [PII]?
[CUSTOMER][NEUTRAL] Uh, yeah, I do have the policy number. Uh, it's 018.
[CUSTOMER][NEUTRAL] 68846 um for [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] I show this policy is effective [PII] and it's currently active. And is this gonna be for outpatient benefits?
[CUSTOMER][NEUTRAL] Uh yes, please just give me one second. You tell me when, um, it is active, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You need authorization?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, got it. Just give me one second to put it right here.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Which is the um the effective date since when it's active, sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. And when it will end this uh insurance?
[AGENT][NEUTRAL] It's active.
[CUSTOMER][NEUTRAL] OK, it, OK, perfect, which is the call, sorry?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] You do have a copy of your insurance?
[AGENT][NEUTRAL] Are you needing the benefits?
[CUSTOMER][NEUTRAL] Yes, the benefits. That's right. do you have a copay or or co-insurance?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um, so this is a secondary policy. It pays after primary has processed the claim. This is not a guarantee of payment. It's a basic outline of the policy.
[AGENT][NEUTRAL] So it pays a maximum of 2550 per calendar year.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] There's no deductible.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No deductible and not out of pocket, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Got it, which is your name, sorry, in a way I can put it here?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Can you spell that?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you [PII] and you have a reference number for this call by any chance?
[AGENT][NEUTRAL] That's just my name and today's date. Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] [PII] and just [PII], that's it?
[AGENT][POSITIVE] Uh, yes, correct.
[CUSTOMER][POSITIVE] Got it, yeah, that, that should be it. Thank you so much for your assistance. Have a good day.
[AGENT][POSITIVE] OK, thanks for calling ATM. You too, bye bye.