AccountId: 011433970860
ContactId: 2717c19b-13bd-438f-b1b9-6c31d8173d31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149199 ms
Total Talk Time (AGENT): 71347 ms
Total Talk Time (CUSTOMER): 36515 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/2717c19b-13bd-438f-b1b9-6c31d8173d31_20250211T21:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] calling from Casa Colina. I'm calling to verify eligibility status for a mutual patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility. um, can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. And then what is the patient's name?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] OK. And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number, please?
[CUSTOMER][NEUTRAL] It is um 02519444.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy.
[AGENT][NEUTRAL] And that effective date is
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does this um pick up any copies from primary insurance?
[AGENT][NEUTRAL] Yes, and this is just to verify her coverage. It's not a guarantee of payment. This is a supplemental policy.
[AGENT][POSITIVE] It's billed secondary to the primary. It does help with deductible, co-pay and co-insurance.
[AGENT][NEUTRAL] She has um.
[CUSTOMER][NEUTRAL] OK, can I get a
[AGENT][NEUTRAL] Yeah, do you want, do you wanna know the benefit amount?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] She has inpatient benefits of $4050 per calendar year and outpatient benefits of $2,025 per calendar year.
[CUSTOMER][NEUTRAL] OK, OK, can I get a call reference number?
[AGENT][NEUTRAL] Yes, you can use my name it's [PII] in today's date.
[CUSTOMER][NEUTRAL] Last initial?
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] OK, thank you so much [PII] have a good day.
[AGENT][POSITIVE] You're welcome. You have a good day too, Ms. [PII]. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you.