AccountId: 011433970860
ContactId: 164aeda6-a73e-405a-9edd-ecb42c48051a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165250 ms
Total Talk Time (AGENT): 73765 ms
Total Talk Time (CUSTOMER): 56477 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/164aeda6-a73e-405a-9edd-ecb42c48051a_20250604T12:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, good morning. I'm calling to check eligibility and benefits for patients.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 80124.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Do you have the member social? I can look them up that way.
[CUSTOMER][NEUTRAL] And the.
[CUSTOMER][NEUTRAL] Now the social I don't know.
[AGENT][NEUTRAL] OK. Um, do you have the card? If you have the card, it will.
[CUSTOMER][NEUTRAL] Oh, no, no, yeah, I do have it in front of me. The, the what I gave you the group number, that's what they put me.
[CUSTOMER][POSITIVE] Uh, insurance covers this number thank you um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let me see this.
[CUSTOMER][NEUTRAL] Benefits certification number could be that one.
[AGENT][NEUTRAL] Yes, ma'am, that's the one.
[CUSTOMER][NEUTRAL] OK. Uh 02597469 [PII].
[AGENT][NEUTRAL] OK. Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] 082599
[AGENT][NEUTRAL] And just let me advise you the verification of coverage. It does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK. For outpatient, we cover up to $750 per day and that's for the copay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Can I get the reference number for the call, please?
[AGENT][NEUTRAL] Yes, so the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] My last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] OK. I thank you for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you.