AccountId: 011433970860
ContactId: 16076829-66a3-4fe4-abe1-e63f045feee1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212300 ms
Total Talk Time (AGENT): 104786 ms
Total Talk Time (CUSTOMER): 69610 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/16076829-66a3-4fe4-abe1-e63f045feee1_20250107T16:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Great, uh, my name is [PII]. I'm actually calling from a provider's office. I was trying to verify a patient's eligibility, please.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with eligibility. Can you please give me your callback number just in case our call is dropped?
[CUSTOMER][NEUTRAL] Yes, that's [PII] and then option two.
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Uh yes. Uh first name is uh [PII], that's [PII] and then last name is [PII]
[AGENT][NEUTRAL] OK, thank you. And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Uh yes, that's [PII].
[AGENT][NEUTRAL] And her policy number, please?
[CUSTOMER][NEUTRAL] Yes, that's 02496484.
[AGENT][NEUTRAL] OK, let me pull that policy in for us real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're very welcome. OK, I do show that [PII] does have an active policy. Her effective date is [PII].
[CUSTOMER][NEUTRAL] OK, thank you. um, I had some additional questions about the plan if that's OK. um, can you also let me know what kind of plans that this would be?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, and this is just to verify benefits. It's not a guarantee of payment. The policy that she has is a supplemental insurance policy that's billed secondary to the primary. It's a gap insurance that helps with deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] She has a.
[AGENT][NEUTRAL] Inpatient benefit amount of.
[AGENT][NEUTRAL] OK, $7000 per calendar year per covered person.
[AGENT][NEUTRAL] And then she also has outpatient benefits of $3500.
[AGENT][NEUTRAL] Per covered person per calendar year.
[CUSTOMER][NEUTRAL] OK perfect thank you so much and then um can I just confirm the uh group number that I have here is correct?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, I have 20478.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Perfect, thank you. And then, uh, lastly [PII], could you also just provide me with the claims address please?
[AGENT][NEUTRAL] Yes, um, claims address is APL Claims.
[AGENT][NEUTRAL] And that is PO [PII] 248,950.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] Perfect, thank you so much and that's actually all I needed for today. Can I also just get a call reference if you have one please?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] OK, got it, thank you so much I appreciate all the help.
[AGENT][POSITIVE] You're very welcome. I hope you have a great day and thanks for calling APL Ms. [PII].
[CUSTOMER][POSITIVE] Thank you too. You do the same bye bye.