AccountId: 011433970860
ContactId: 12c38c06-7169-4d3b-8f89-c9e04602f4d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151910 ms
Total Talk Time (AGENT): 44990 ms
Total Talk Time (CUSTOMER): 67820 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/12c38c06-7169-4d3b-8f89-c9e04602f4d4_20250610T15:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Hello [PII], good morning. I'm calling in regards to a mutual patient. She's gonna do an exam with us using her um.
[CUSTOMER][NEUTRAL] Her admin insurance and I wanna know if the APO covers a co-payment.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] My name is [PII]. Callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Policy number here I have is.
[CUSTOMER][NEUTRAL] You need the group number correct?
[AGENT][NEUTRAL] Uh, the certificate number?
[CUSTOMER][NEUTRAL] Or the
[CUSTOMER][NEUTRAL] Certificate. OK, I have the hospital benefits or outpatient because we are a free standing facility. We're not a hospital. We're a free standing facility, non-hospital based, so should I go by outpatient?
[AGENT][NEUTRAL] Yeah, that'd be fine.
[CUSTOMER][NEUTRAL] OK, 024 6748 MLA.
[AGENT][NEUTRAL] The patient name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII]. Her date of birth, give me one moment.
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is not a guarantee of payment, basic outline of the policy. Sure policy is effective [PII].
[AGENT][POSITIVE] And get the benefits pulled up. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, so for this policy, it pays after primary processes the claim, if there's any deductible, co-pay or co-insurance left over, it pays up to $750 per calendar day.
[CUSTOMER][NEUTRAL] OK, so if their payment is $750 then APO will cover it, correct? Because that's how much they need to pay $750.
[AGENT][POSITIVE] Yes, that's the outpatient benefit, yes.
[CUSTOMER][NEUTRAL] OK, so they use 7:50 a day for [PII]?
[AGENT][POSITIVE] Yes, we'll pay up to 750. Yes.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, perfect. Does call have a reference number?
[AGENT][NEUTRAL] Uh just my name, [PII], first initial to last name, [PII], today's date. Anything else I can help with?
[CUSTOMER][POSITIVE] No thank you very much I appreciate it have a nice day.
[AGENT][POSITIVE] Thanks for calling APL. You too. Bye-bye.