AccountId: 011433970860
ContactId: 22153ae7-279d-4861-aac1-7257154d7ecc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182570 ms
Total Talk Time (AGENT): 84851 ms
Total Talk Time (CUSTOMER): 67133 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/22153ae7-279d-4861-aac1-7257154d7ecc_20250529T18:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, my name is [PII] and I have a few questions about my patient's insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We we needing to look at uh eligibility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can check that for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] I do let me actually go ahead and pull it back up. It's 02588271.
[AGENT][NEUTRAL] Alright, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] It is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Let's take a look here. Effective date was [PII], and if you'd like I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] I think we have it already. I was just making sure that he is still active and then how many benefits does he have remaining for the year?
[AGENT][POSITIVE] Oh yeah for sure.
[AGENT][NEUTRAL] Let me take a look. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I am only showing um that he's had three procedures so far this year um all of them were on [PII], uh that was procedure code 0330.
[AGENT][NEUTRAL] 0274 and 0150 excuse me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 015 OK yep yeah I see and.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So the benefits used.
[CUSTOMER][NEUTRAL] Because I see on here it's $45 is that correct for the year?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I can double check that it doesn't look like we paid a benefit for the panel. Oh, that probably went to his deductible, yeah, OK, let me see.
[CUSTOMER][NEUTRAL] Maybe a little
[CUSTOMER][NEUTRAL] They'll be calling back shortly, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yeah, he has $450 or excuse me $455 left for the calendar year.
[CUSTOMER][NEUTRAL] OK, that's what I figured and then just to confirm, OK.
[AGENT][NEUTRAL] And he has 3 more dollars left for his deductible to be met.
[CUSTOMER][NEUTRAL] Three more. OK, perfect. I'll go ahead and write that down and then just to confirm his group number is 70056, correct?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Alright, and that is all thank you so much.
[AGENT][POSITIVE] Sure, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Alright you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.