AccountId: 011433970860
ContactId: 1b12b1ce-37e9-4eb1-91eb-43257e4173b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270220 ms
Total Talk Time (AGENT): 99286 ms
Total Talk Time (CUSTOMER): 121105 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/1b12b1ce-37e9-4eb1-91eb-43257e4173b9_20250314T15:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling to get benefits for a patient, remember.
[AGENT][POSITIVE] Alright, I'm happy to check on benefits. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] I have 17715426.
[AGENT][POSITIVE] Alright, thank you so much let me pull this up here one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And just to confirm it was 17715426?
[CUSTOMER][NEUTRAL] Yes ma'am, that's what I have.
[AGENT][NEUTRAL] All right, that's not coming up for me. I can check by their name or social. Do you have either of those?
[CUSTOMER][NEUTRAL] Um let me see if I have their social. I do not have the social. Um her, her first name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And last name is [PII], spelled like [PII]
[AGENT][NEUTRAL] OK. Let me try my name and.
[CUSTOMER][NEUTRAL] And then [PII] is her date of birth.
[AGENT][NEUTRAL] 5
[CUSTOMER][NEUTRAL] KD please come to the same room. KD to the same room. The [PII].
[AGENT][NEUTRAL] All right. So the patient does have an active plan. Would you like their policy number?
[CUSTOMER][POSITIVE] I would really appreciate it, yes.
[AGENT][POSITIVE] Yeah, not a problem. Let me know when you're ready.
[CUSTOMER][NEUTRAL] She's only [PII], so she's probably, if she's anything like my daughter, my [PII] old, mm.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I know, right, she's like, yeah, this is it, sure.
[CUSTOMER][NEUTRAL] This is the one, this is the one.
[CUSTOMER][NEUTRAL] Go ahead. What is the number, please?
[AGENT][NEUTRAL] All right, so the active policy is going to be 02555949.
[CUSTOMER][NEUTRAL] 02555949
[AGENT][NEUTRAL] Mhm. And the effective date is
[CUSTOMER][NEUTRAL] Does it have an amount? Oh sorry, go ahead.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[AGENT][NEUTRAL] Or is it the
[CUSTOMER][NEUTRAL] Uh, I was, I was gonna ask if it has one of those, um, ML8 or ML7 well, ML8 for outpatient. Does it have that at the end?
[AGENT][NEUTRAL] The ML
[AGENT][MIXED] It does, but it's not necessary for use.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, but in our office they want us to use that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Like we have to put it in, so I'm gonna put ML 8 for the outpatient benefits number, um, OK, and then go ahead with the effective date sorry thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yup.
[AGENT][NEUTRAL] That's OK, no problem. The effective date is [PII].
[CUSTOMER][NEUTRAL] And um if she
[CUSTOMER][NEUTRAL] Child, I guess dependent under [PII], would that be the the subscriber [PII]?
[AGENT][NEUTRAL] Mhm. Correct. So [PII] is the subscriber, and then we're the secondary insurance, so it'll cover deductible, co-pay, and co-insurance. The primary doesn't.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, up to, um, how much is her outpatient benefit?
[AGENT][NEUTRAL] Let me see what the outpatient max is.
[AGENT][NEUTRAL] The outpatient benefit max it looks like for the calendar year is $9000.
[CUSTOMER][NEUTRAL] Wow, OK, has she used a penny of those 9000?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEGATIVE] No, looks like nothing's been used as of today.
[CUSTOMER][NEUTRAL] Alrighty and [PII], is it [PII] or [PII]?
[AGENT][NEUTRAL] I have an [PII] at the end, yeah.
[CUSTOMER][NEUTRAL] OK, and your last name and initial please?
[AGENT][NEUTRAL] Uh, last name initial is [PII].
[CUSTOMER][POSITIVE] Excellent. OK, thank you so much for your help, [PII]. You have a great day and a wonderful weekend.
[AGENT][POSITIVE] You too take care bye bye.
[CUSTOMER][POSITIVE] Thank you