AccountId: 011433970860
ContactId: 1ff01f14-6ce1-417a-9258-f218b7b5d516
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157399 ms
Total Talk Time (AGENT): 74792 ms
Total Talk Time (CUSTOMER): 70532 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/1ff01f14-6ce1-417a-9258-f218b7b5d516_20250211T19:56_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um, hey, my name is [PII]. I am calling from Carolina Bone and Joint Surgery Center. We have a patient that's coming in that presented us with, um, American Public Life as their secondary insurance. I'm not familiar with this plan. Was wondering if you could help me with their benefits.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um make sure they're active and that sort of thing.
[AGENT][NEUTRAL] Yes, ma'am. Excuse me, I can verify benefits for you, Ms. [PII], and what's that policy number, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 02521742.
[AGENT][NEUTRAL] OK. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure it's area code [PII].
[AGENT][POSITIVE] Awesome, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[AGENT][NEUTRAL] OK. I'm showing her effective date is [PII]. She is active on the policy. And is this for outpatient in hospital?
[CUSTOMER][NEUTRAL] No, it's outpatient surgery at an ambulatory surgical center.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just verification of coverage. With this policy as secondary, we help with major medicals, deductible, co-pay, and or co-insurance, and it shows she has an outpatient benefit that pays up to $200 per calendar day.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, so the plan will cover up to $200 towards what she owes Blue Cross.
[AGENT][NEUTRAL] Uh, towards, uh, what they applied towards deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK, let's see, $200 a day. OK, and um, is, can you verify me what your um claims mailing address is?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and the payer ID is 60801?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK perfect um can I get your name again?
[AGENT][NEUTRAL] Uh, yes, it's [PII], last initial [PII]
[CUSTOMER][NEUTRAL] OK, do we have a reference number for this information?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK perfect thank you for all of your help.
[AGENT][POSITIVE] You are welcome and thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.