AccountId: 011433970860
ContactId: 189037fa-df78-4a57-bd93-16fa946a2aeb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131660 ms
Total Talk Time (AGENT): 56918 ms
Total Talk Time (CUSTOMER): 69823 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/189037fa-df78-4a57-bd93-16fa946a2aeb_20250605T19:26_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, Ms. [PII]. Good afternoon. Thank you so much. My name is [PII]. I'm just calling to verify if this patient has APL as a secondary insurance, please?
[AGENT][NEUTRAL] OK, I verify eligibility. And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 02636923 M as in Mary, L as in Larry, number 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes. [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII], uh [PII]. May I have the initial of your last name, Ms. [PII], please?
[AGENT][NEUTRAL] It's [PII] [PII]
[CUSTOMER][NEUTRAL] [PII]. I'm sorry.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Last initial is what? Sorry?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you, thank you. Got it, got it.
[AGENT][NEUTRAL] Yes, ma'am. I'm showing that his effective date is [PII], and I show he's active under the policy.
[CUSTOMER][NEUTRAL] 222.
[CUSTOMER][POSITIVE] Very good. Uh, may I ask how much is covered or up to how much and has it been exhausted or still, uh,
[CUSTOMER][NEUTRAL] Available.
[AGENT][NEUTRAL] Is this for outpatient or in hospital?
[CUSTOMER][NEUTRAL] Uh, it looks like he's, uh, rolled over to inpatient now today from [PII] was observation admission.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just verification of coverage. With this policy is secondary, helps with primary insurance deductible, co-pay, and or co-insurance, and he has an inpatient benefit max up to $5000 per calendar year.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And still available, Mr. uh [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah. Thank you. Do you have a reference number for this call?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Uh, you can use my name in today's date.
[CUSTOMER][POSITIVE] Very good. Thank you so much, [PII].
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL bye.
[CUSTOMER][POSITIVE] Have a good day ma'am bye bye.