AccountId: 011433970860
ContactId: 208e3ac2-73ae-4436-b6c1-5274c526f594
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266760 ms
Total Talk Time (AGENT): 91283 ms
Total Talk Time (CUSTOMER): 84229 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/208e3ac2-73ae-4436-b6c1-5274c526f594_20250218T20:34_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. Actually, I'm, I, I'm looking for benefit for the patient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with benefits and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Contact number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, member policy number is
[CUSTOMER][NEUTRAL] 1418226 ML 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] My name is uh [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active, it's been effective since [PII].
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Uh, actually, uh, can you please check, uh, which is the primary insurance for this patient and then please provide any benefits accordingly then.
[AGENT][NEUTRAL] The primary insurance is Florida Blue.
[CUSTOMER][NEUTRAL] OK. So will you cover uh primary, primary insurance responsibility?
[AGENT][NEUTRAL] So we, we take, well, we pay towards the copay, the deductible and co-insurance of coverage charges after primary.
[CUSTOMER][NEUTRAL] Oh, you will cover copay, co-insurance and deductible.
[AGENT][NEUTRAL] Right, after primary of covered charges.
[CUSTOMER][NEUTRAL] Oh, after primary.
[CUSTOMER][NEUTRAL] Then how much amount uh
[CUSTOMER][NEUTRAL] Uh, you will, uh, cover.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Tell how much amount you will cover.
[AGENT][NEUTRAL] OK, so are you considered outpatient?
[CUSTOMER][NEUTRAL] Uh, yeah, service is performed in a specialist for the office, so yeah, this is outpatient.
[AGENT][NEUTRAL] OK, so, um, again, just for the call, all the information provided is a verification of benefits, not a guarantee of payment. For outpatient, the policy is $2500 per calendar year.
[CUSTOMER][NEUTRAL] Uh, so your insurance will cover up to $2500. Am I correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And how much amount is uh used yet?
[AGENT][NEUTRAL] Let me see if any has been used. Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEGATIVE] Um, so far none of the benefits have been used for this year.
[AGENT][NEUTRAL] All right, and then, was there anything else I can assist you with?
[CUSTOMER][NEUTRAL] By the
[CUSTOMER][NEUTRAL] Uh, I'm asking how much amount to, uh, use it.
[AGENT][NEUTRAL] Right, and I've, I
[AGENT][NEGATIVE] I can give it to you again. No, no benefits have been used for this year.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, sorry, sorry. OK. And what is the plan type of the plan?
[AGENT][NEUTRAL] This is a Medin supplemental gap insurance.
[CUSTOMER][NEUTRAL] Uh, Madeleine supplement Cap Insurance.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Well then, what is your name?
[AGENT][NEUTRAL] What is my name?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] First
[CUSTOMER][NEUTRAL] Can you start the last name?
[AGENT][NEUTRAL] First initial of my last name is [PII].
[CUSTOMER][NEUTRAL] OK, [PII], thank you. Now, can you please provide reference number?
[AGENT][NEUTRAL] There's no call reference number, but you can use my name in today's date.
[CUSTOMER][POSITIVE] OK, then. Thank you. Have a great day.
[AGENT][POSITIVE] You also, is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, thank you so