AccountId: 011433970860
ContactId: 1408ecfb-2c0f-4c32-b6ab-c60bee3e1c26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129610 ms
Total Talk Time (AGENT): 67500 ms
Total Talk Time (CUSTOMER): 37783 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/1408ecfb-2c0f-4c32-b6ab-c60bee3e1c26_20250415T20:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling from the provider's office. I'm just needing to verify eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility and benefits. What's the patient's policy number?
[CUSTOMER][NEUTRAL] I have here the number 01912980.
[AGENT][POSITIVE] Alright, thank you so much let me pull this up here one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if I could get patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, yes, it's for [PII]. Uh, date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So patient is active. Effective date is [PII]. We are the members secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there like any um limit that it will cover up to?
[AGENT][NEUTRAL] Yeah, let's take a look. Are we looking for outpatient or inpatient?
[CUSTOMER][NEUTRAL] Uh, for outpatient.
[AGENT][NEUTRAL] Um, outpatient benefit max for the calendar year is gonna be a total of 8050.
[AGENT][NEUTRAL] It looks there there is an outpatient deductible of $100.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And have they met any um anything towards that deductible?
[AGENT][NEUTRAL] Yeah, it looks like deductibles have been met and then they've also had an amount paid of $63.62 but they have the majority remaining.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much. um, may I get a reference number for the phone call?
[AGENT][NEUTRAL] Absolutely. Call reference is going to be my name with my last initials in today's date. My name again is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] OK, OK, thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.