AccountId: 011433970860
ContactId: 212ec115-7a2c-4ab1-8981-cfb70a72c2c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154210 ms
Total Talk Time (AGENT): 78590 ms
Total Talk Time (CUSTOMER): 43131 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/212ec115-7a2c-4ab1-8981-cfb70a72c2c8_20250110T15:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to verify benefits and eligibility.
[AGENT][NEUTRAL] OK, I can help you with benefits and eligibility. Can you please give me your name and your call back number?
[CUSTOMER][NEUTRAL] Of course. My name is [PII] and my phone number is [PII]. That's a direct line.
[AGENT][NEUTRAL] Thank you, [PII]. And then what is your patient's name?
[CUSTOMER][NEUTRAL] The patient's name is [PII]
[AGENT][NEUTRAL] OK. And then what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And the policy number, please.
[CUSTOMER][NEUTRAL] That would be 01341920.
[AGENT][NEUTRAL] OK, let me pull in that policy real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify her coverage. It's not a guarantee of payment. She has a supplemental insurance policy that is secondary to the primary. It's a gap insurance that helps with deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] She has
[AGENT][NEUTRAL] Oh, let's see.
[AGENT][NEUTRAL] An inpatient calendar year benefit amount of $3500 and then she also has an outpatient calendar year benefit amount of $3500.
[CUSTOMER][NEUTRAL] OK, perfect. So this would cover the co-payment, correct? The primary co-payment?
[AGENT][POSITIVE] Yes, it helps with deductible, co-pay, and co-insurance.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] You're very welcome. I hope you have a great weekend, Miss [PII]. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. You're well.
[AGENT][POSITIVE] All right. Bye-bye. You take care.
[CUSTOMER][NEUTRAL] Bye-bye. You too. Bye-bye.