AccountId: 011433970860
ContactId: 16af1a22-16f1-481f-8df3-ca2b74d750b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322250 ms
Total Talk Time (AGENT): 91210 ms
Total Talk Time (CUSTOMER): 81529 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/16af1a22-16f1-481f-8df3-ca2b74d750b2_20250331T19:25_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. I was wondering if you could assist me in verifying if a patient is currently active with APL.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII]. Last name [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Yes, ma'am. It is [PII]. I have no extension.
[AGENT][NEUTRAL] OK. And do you have the policy number?
[CUSTOMER][NEUTRAL] I do. The one that I have on file here is 01813038.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Sure, of course.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII]. And you were wanting benefits?
[CUSTOMER][NEUTRAL] Yes. I wanna verify if they are currently active with APL and if they have um I guess like an outpatient annual amount that you guys uh give them to assist in paying any co-payments for future appointments.
[AGENT][NEUTRAL] OK, I can help you with that. Actually, the policy number you gave me, laps 111 24, they do have a new policy number. Let me give you that. It's 02.
[CUSTOMER][NEUTRAL] Sure. Mhm.
[AGENT][NEUTRAL] 549-476
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Let's see, hold on one moment.
[CUSTOMER][POSITIVE] Take your time. No worries.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the effective date is [PII]. Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] And for this policy does coordinate with the primary insurance. Whatever the primary applies to their deductible co-pay or co-insurance for outpatient will pay up to $6000.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alrighty and this is an annual amount or is it like daily or?
[AGENT][NEUTRAL] Let me check for you hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Let me see if it's calendar year or.
[AGENT][NEUTRAL] Policy year.
[AGENT][NEUTRAL] I apologize, my system's moving slow.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Per calendar year.
[CUSTOMER][POSITIVE] Perfect. And have they used any of that 6000?
[AGENT][POSITIVE] I'll check for you.
[AGENT][NEUTRAL] No, ma'am, they have not.
[CUSTOMER][NEUTRAL] Perfect. OK, so they have an annual amount of $6000 which nothing has been met yet. Perfect, thank you so much, [PII]. May I please have the first letter to your last name as well as the reference number?
[AGENT][NEUTRAL] We do not have reference numbers. My last.
[AGENT][NEUTRAL] The letter of my last name is [PII] I can't talk this evening.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] No ma'am, you've answered all of my questions. I really appreciate all of your help.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.