AccountId: 011433970860
ContactId: 2485c556-a41d-4498-9218-77cf48c59b84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179039 ms
Total Talk Time (AGENT): 85319 ms
Total Talk Time (CUSTOMER): 82344 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/2485c556-a41d-4498-9218-77cf48c59b84_20250305T15:40_UTC.wav
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[AGENT][POSITIVE] Good good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um, hi, my name is [PII]. Can you, can I get your name?
[AGENT][NEUTRAL] Sure, it's [PII], last initial [PII].
[CUSTOMER][NEUTRAL] Thank you, [PII]. Um, I have this patient scheduled for an outpatient colonoscopy being done at our inventory surgery center. I need to check his benefits. You guys are a secondary insurance for this gentleman.
[AGENT][NEUTRAL] OK, I can verify benefits for you, Ms. [PII], and what is that policy number, please?
[CUSTOMER][NEUTRAL] It's 02298988 M like Mike L like Lima 8.
[AGENT][NEUTRAL] Uh, give that to me one more time. My brain went could put for half a second.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] It's OK. 02298988 M like Mike L like Lima 8.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][POSITIVE] Yes, [PII]. That's correct.
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, um, showing that policy number you gave, um, it terminated on [PII], so I can give you the current policy number when you're ready.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, it is 251-826-7.
[CUSTOMER][NEUTRAL] 251-826-7
[AGENT][POSITIVE] Yes, ma'am, and the effective date, oh, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Is there
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is there a group number associated with that?
[AGENT][NEUTRAL] Yes, ma'am. It's the same group number of 17605.
[CUSTOMER][NEUTRAL] OK, that is what I have on there. OK.
[AGENT][NEUTRAL] OK, and the effective date is [PII], Policy is active, and you say he's coming in for outpatient colonoscopy or there, yeah.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, a screening colonoscopy.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Well, with the policy as secondary, it helps with primary deductible co-pay or co-insurance for services for sickness or injury, but a screening colonoscopy is not covered under the plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Not covered, OK.
[AGENT][NEUTRAL] Not for screening, no, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, can I get a call reference number from you?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, um, so I'm just gonna mix this one for this since it's, uh, not gonna work, um, OK, that was all I needed, [PII], thank you so much. You have a good rest of the day.
[AGENT][POSITIVE] Alright, you're welcome. You too. Thank you for calling APM Miss [PII]. Bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye-bye.