AccountId: 011433970860
ContactId: 0f84dcb0-0c54-4982-b96e-2050c45b58fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123019 ms
Total Talk Time (AGENT): 69966 ms
Total Talk Time (CUSTOMER): 47002 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/0f84dcb0-0c54-4982-b96e-2050c45b58fe_20250306T22:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I'm calling from UCLA Department of Medicine. I need to verify coverage and eligibility for a patient, please.
[AGENT][NEUTRAL] Sure, I can take eligibility eligibility for you. What was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, but I, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Absolutely [PII] and that's extension [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, got it, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Sure, it is 02564329.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Of course, [PII], and it's [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, but guy. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it. So is it like a Medicare supplement plan?
[AGENT][NEUTRAL] No, so it is very dependent on major medical, um, it does pay up to a specific dollar amount for inpatient and then for outpatient benefits, um, whereas, uh, if major medical is not willing to pay this policy can't.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] So it's very dependent on whoever she has, yes.
[CUSTOMER][NEUTRAL] Got it and it.
[CUSTOMER][NEUTRAL] Are there deductibles, co-pays, out of pocket, things like that?
[AGENT][NEUTRAL] Um, I don't believe this plan has any deductibles. Give me just a moment.
[AGENT][NEGATIVE] No, this plan doesn't have any deductibles.
[CUSTOMER][POSITIVE] Got it, perfect. And what was I gonna ask you? Is there a reference number for this call?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date, uh so my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] That was it thank you very much.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] You as well bye bye.