AccountId: 011433970860
ContactId: 286b13b2-78e6-4e23-8841-5d5eff21ed55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165600 ms
Total Talk Time (AGENT): 88145 ms
Total Talk Time (CUSTOMER): 37196 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/286b13b2-78e6-4e23-8841-5d5eff21ed55_20250129T19:10_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII]. My name is [PII]. I'm calling from a provider's office. I need to verify benefits for a patient, please.
[AGENT][NEUTRAL] OK, [PII], do you also need eligibility or strictly benefits?
[CUSTOMER][POSITIVE] Just the benefits.
[AGENT][NEUTRAL] OK. So, yes, ma'am, I can help you with that. And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] 02457137 ML8
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] And any information that I do provide for you today, [PII] will be a verification of benefits and not a guarantee of payment. So what is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so what type of benefit information are you needing on the supplemental policy inpatient, outpatient or office?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so she has an outpatient benefit maximum per calendar year for covered outpatient services per person of $2500.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] With no outpatient deductible per covered person per calendar year.
[AGENT][NEUTRAL] And when you all file the claim with APL Cassandra, we will also have to have a copy of her primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then once we have processed our claim, you all should be able to check claim status for us by going to our portal.
[AGENT][NEUTRAL] And that website for the portal is [PII].
[CUSTOMER][NEUTRAL] OK perfect can I have a call reference number please?
[AGENT][NEUTRAL] Yes, ma'am, you would use my name along with today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much, [PII] I appreciate the help.
[AGENT][POSITIVE] Well, you are very welcome. It was my pleasure and thank you again for calling APL. I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.