AccountId: 011433970860
ContactId: 1a92c71d-7258-47bf-b851-c208e5f04cc4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206320 ms
Total Talk Time (AGENT): 75567 ms
Total Talk Time (CUSTOMER): 72410 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/1a92c71d-7258-47bf-b851-c208e5f04cc4_20250408T12:38_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from provider office looking for eligibility of the patient.
[AGENT][POSITIVE] I'm sure, [PII], I can assist you with benefits. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure, just a second.
[CUSTOMER][NEUTRAL] The callback number is [PII] direct line.
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Sure. The policy number is 00750494.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient
[CUSTOMER][NEUTRAL] Just a second. The patient name is?
[CUSTOMER][NEUTRAL] [PII], and the last name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage, it does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] OK, what type of plan is this?
[AGENT][NEUTRAL] This is for primary health insurance. What type of benefit do you need to verify?
[CUSTOMER][NEUTRAL] I need the general benefit.
[AGENT][NEUTRAL] OK, for what type of service?
[CUSTOMER][NEUTRAL] For PCP office budget.
[AGENT][NEUTRAL] For office visits?
[CUSTOMER][NEUTRAL] PCP office digit.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, for office visits, we cover up to $30 per visit and um she gets 4 visits per calendar year.
[CUSTOMER][NEUTRAL] Uh, just a second, uh.
[CUSTOMER][NEUTRAL] The copay is $30 right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK. And what for the coinsurance?
[AGENT][NEUTRAL] It's $30 per visit. That's how much we pay and she gets $4 per year.
[CUSTOMER][NEUTRAL] OK. And any deductible or?
[AGENT][NEUTRAL] No, I'm not showing any. No, sir, I'm not showing any.
[CUSTOMER][NEUTRAL] Amount
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is this the supplement plan, right?
[AGENT][NEUTRAL] No, it's not a supplement plan. It's the primary plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I get the call reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Um my name is [PII]. It's spelled [PII] Last initial [PII], and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Yes, just a second. Uh, yeah, you said that this is the Nora supplement plan and there is no deductible and there is no coinsurance, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK. OK. Thank you for your assistance for that for the information I need today and have a great day. Bye-bye.
[AGENT][POSITIVE] You, thank you, [PII], for calling APL. You have a great day as well. Mm bye.