AccountId: 011433970860
ContactId: 22e53fa2-e80e-4006-aee8-10d0557c34a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206149 ms
Total Talk Time (AGENT): 78643 ms
Total Talk Time (CUSTOMER): 89202 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/2025/05/19/22e53fa2-e80e-4006-aee8-10d0557c34a1_20250519T21:29_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, [PII]. My name is [PII]. I'm calling from Onco Aviation Associate. I would like to verify eligibility and benefits for one patient, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility and benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you have the patient, uh, policy number?
[CUSTOMER][NEUTRAL] OK, I have 02295897 letter M letter L in number 8.
[AGENT][NEUTRAL] OK, and what was that patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII], and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Well, it looks like the policy is active and effective [PII].
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And is this gonna be for outpatient services only?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] Is this for outpatient services?
[CUSTOMER][NEUTRAL] Excuse me?
[CUSTOMER][NEUTRAL] Yes, it's for a specialist's office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This is not a guarantee of payment. It's a basic outline of the policy.
[AGENT][NEUTRAL] Um, so it looks like for this policy, let's see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Their outpatient benefit pays up to 3500 per calendar year.
[AGENT][NEUTRAL] It does not include the actual office visits, but it does include treatment and procedures rendered in the office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][MIXED] OK, office not covered, right? But all trimming, they cover trimming?
[AGENT][NEUTRAL] Yes, they will cover treatment and procedures.
[CUSTOMER][NEUTRAL] Chemotherapy?
[AGENT][POSITIVE] Yes, correct, in office, yes.
[CUSTOMER][NEUTRAL] OK, they have like, uh, this is, uh, they cover the 20%.
[AGENT][NEUTRAL] Um, cover the what?
[CUSTOMER][NEUTRAL] Because the patient have a primary Blue Cross Blue Shield.
[AGENT][NEUTRAL] Yeah, so after primary processes the claim, we will pay up to 3500 of whatever's left over.
[CUSTOMER][NEUTRAL] OK, OK, [PII], thank you. They, uh, we are in network with LPS.
[AGENT][NEUTRAL] Um, there's no network because we're secondary, so a network doesn't apply.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, it's my first time that I have I find this insurance, OK.
[AGENT][POSITIVE] Oh no, you're fine, you're totally fine.
[CUSTOMER][NEGATIVE] OK. And they have a, a co-pay, no copay, no. Nothing.
[AGENT][NEUTRAL] No co-pay, no copay. We'll just pay a max of 3500.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, [PII], could you give me a reference number for this call?
[AGENT][NEUTRAL] It's my name, [PII]. Uh, first initial to my last name is [PII], and today's date.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][POSITIVE] OK, thank you so much, OK? Have a beautiful afternoon.
[AGENT][POSITIVE] Thanks for calling APL. You as well. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.