AccountId: 011433970860
ContactId: 208bd9ee-0134-41d9-84ff-1137cdb832b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238740 ms
Total Talk Time (AGENT): 82043 ms
Total Talk Time (CUSTOMER): 74515 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/208bd9ee-0134-41d9-84ff-1137cdb832b9_20250217T21:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] with initial Agency, uh, calling you from our office to check eligibility and verification for this patient. Could you please help me with that?
[AGENT][NEUTRAL] You need to check eligibility and benefits, is that correct, [PII]?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][POSITIVE] I'm happy to help. What's the patient policy number?
[CUSTOMER][NEUTRAL] Uh, that is gonna be 01792121.
[AGENT][POSITIVE] Alright, thank you for that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The official name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So the member is active. The effective date is [PII]. We're secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK. Uh, just need to confirm the policy it is [PII] or [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And uh may I know the plan name?
[AGENT][NEUTRAL] This is their secondary meddling plan.
[CUSTOMER][NEUTRAL] Uh, sorry, which plants?
[AGENT][NEUTRAL] Medin.
[CUSTOMER][NEUTRAL] Could you please spell out?
[AGENT][NEUTRAL] [PII] Lima, I as in India, N as in November, K as in Kilo.
[CUSTOMER][NEUTRAL] Meddling plan, right? Secondary meddling plan.
[AGENT][POSITIVE] Correct. Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the procedure code is covered, right? J0517996401?
[AGENT][NEUTRAL] This plan will cover whatever their primary insurance doesn't cover as far as deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] OK. And what is the annual maximum benefits?
[AGENT][NEUTRAL] For outpatient or inpatient?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] For the outpatient.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Outpatient benefit max for the calendar year is going to be $5000.
[CUSTOMER][NEUTRAL] OK. And uh
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][POSITIVE] OK, thank you so much for that. And uh could you please spell out your name with the initial and last name?
[AGENT][NEUTRAL] My name is spelled [PII].
[CUSTOMER][NEUTRAL] OK. So, you said that the maximum annual benefit is 5000, um, and what is the remaining bill?
[CUSTOMER][NEUTRAL] Remaining
[AGENT][NEUTRAL] Patient has the full amount.
[CUSTOMER][POSITIVE] OK, OK. Thank you so much, [PII], for all the information you have provided to me. I hope you have a good day.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] Uh, do you have any call reference number?
[AGENT][NEUTRAL] Call references my name with my last initial and then today's date.
[CUSTOMER][POSITIVE] OK. OK. Thank you so much for that. Bye for now.
[AGENT][NEUTRAL] Mhm. Bye bye.