AccountId: 011433970860
ContactId: 1089d505-e45c-4ee8-8766-3e5bd07c195d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222009 ms
Total Talk Time (AGENT): 70141 ms
Total Talk Time (CUSTOMER): 59591 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/1089d505-e45c-4ee8-8766-3e5bd07c195d_20250326T17:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office to check on eligibility. Could you please help me with that?
[AGENT][NEUTRAL] Yes, I can help you with the eligibility, [PII]. Do you have a patient ID number or policy number?
[CUSTOMER][NEUTRAL] 02, yes, 02550845.
[AGENT][NEUTRAL] OK, patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes. [PII] The last name is [PII], date of birth [PII].
[AGENT][NEUTRAL] OK, this is not a guarantee of payment basic outline of the policy and you needed eligibility and benefits or just eligibility?
[CUSTOMER][NEUTRAL] First eligibility and the in-network deductibles.
[AGENT][NEUTRAL] Uh, he is effective [PII], and active.
[CUSTOMER][NEUTRAL] May I know the plant types?
[AGENT][NEUTRAL] This is a secondary or supplemental policy supplemental.
[CUSTOMER][NEUTRAL] OK. May I know the group number?
[AGENT][NEUTRAL] Um, group number
[AGENT][NEUTRAL] 243-83.
[CUSTOMER][NEUTRAL] OK, another in my deductibles.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] May I know the in-network deductibles?
[AGENT][NEUTRAL] Um, there's no network.
[AGENT][NEUTRAL] And let me pull that.
[CUSTOMER][NEUTRAL] Deductibles.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it for outpatient services or?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] So this is, there's no deductible and there's no network. This plan will pay $750.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] There is no network deductibles, right?
[AGENT][NEUTRAL] No, do you need the benefit?
[CUSTOMER][NEUTRAL] I want to know
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Yes, is there any deductibles or not?
[AGENT][NEUTRAL] No, there's no deductibles. This is a secondary policy, a supplemental policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. May I know the payer ID and mailing address?
[AGENT][NEUTRAL] 60801 payer ID.
[CUSTOMER][NEUTRAL] See you.
[AGENT][NEUTRAL] The mailing address is APL claims.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yes, continue.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, may I know the subscriber relationship is like individual or family?
[AGENT][NEUTRAL] Uh, this is an individual policy.
[CUSTOMER][POSITIVE] OK. Thank you for your help. Have a great day. Bye.
[AGENT][POSITIVE] OK, thanks for calling APL [PII]. Have a good day.