AccountId: 011433970860
ContactId: 25d671a4-ecf7-4ced-b14a-97d7039fcf2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273470 ms
Total Talk Time (AGENT): 139748 ms
Total Talk Time (CUSTOMER): 69098 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/25d671a4-ecf7-4ced-b14a-97d7039fcf2d_20250404T14:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Doctor [PII]'s office. I was actually trying to get verifications and uh benefits for patients.
[AGENT][POSITIVE] It would be my pleasure to assist you with verification benefits for a patient. [PII], what is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the policy number for the patient please, ma'am?
[CUSTOMER][NEUTRAL] Yes, the policy number looks like to be um D437-09942.
[AGENT][NEUTRAL] That is not an APL policy number.
[AGENT][NEUTRAL] Do you happen to have another number?
[CUSTOMER][NEUTRAL] Oh OK um.
[CUSTOMER][NEUTRAL] I don't know, it looks like it's 90 degree benefit.
[AGENT][NEUTRAL] OK, so that is gonna be with a different company, but is it for medical?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Let's see if they have a medical policy with us. What is the patient's last name?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh yes, [PII]
[AGENT][POSITIVE] OK, got you. Thank you. And the first name please, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I'm just checking if they have medical coverage with us before I transfer you to 90 degrees.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] And what is [PII]'s date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And he does actually have a medical policy with us at APL.
[AGENT][NEUTRAL] And I can provide you his medical policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, give me a moment.
[AGENT][POSITIVE] Sure, take your time.
[CUSTOMER][NEUTRAL] He said he has APL.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Is it the health plan APLS?
[AGENT][NEUTRAL] Is for medical, yes ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, and what is that number?
[AGENT][NEUTRAL] The 90 degree benefits is for preventive and wellness only.
[AGENT][NEUTRAL] His, his health plan with APL is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] and he should have an APL card as well, just FYI.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] And the effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And were you needing benefits as well?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] For what type of service?
[CUSTOMER][NEUTRAL] Uh, primary care physician.
[AGENT][NEUTRAL] Alright, I can help you with that benefit as well, [PII]. He does have office visit benefits and we pay $75 toward the visit 5 times per calendar year. Now that is a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And as of right now, he has those 5 benefit this, let me try that again. 5 visits available.
[CUSTOMER][NEUTRAL] Does he pay any co-pay or deductible?
[AGENT][NEUTRAL] This is a limited indemnity plan. There's no deductible, co-pay or co-insurance.
[CUSTOMER][POSITIVE] OK, all right, thank you so much.
[AGENT][POSITIVE] It's my pleasure to assist you. And do you need our claim submission address?
[AGENT][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Um, no, that's fine.
[AGENT][NEUTRAL] Would you like our direct number?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's direct to APL.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][NEUTRAL] To APL OK.
[CUSTOMER][NEUTRAL] No ma'am, that's everything.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day and a happy weekend, [PII].
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye bye.