AccountId: 011433970860
ContactId: 2c311b5c-9b2a-4d2b-88de-17264c771911
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219500 ms
Total Talk Time (AGENT): 110562 ms
Total Talk Time (CUSTOMER): 96238 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/2c311b5c-9b2a-4d2b-88de-17264c771911_20250210T14:48_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APR. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII]. I just want to check the eligibility of the patient. Can you help me out, please?
[AGENT][NEUTRAL] Help with benefits, did you say, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help with benefits. What's that policy number, please?
[CUSTOMER][NEUTRAL] 02480047 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] Thank you. The patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh official's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the policy went into effect on [PII]. It is active. Now, the policy has inpatient or out, yeah, [PII], uh-huh. Yes, that's correct.
[CUSTOMER][NEUTRAL] Mhm. April.
[CUSTOMER][NEUTRAL] April
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the
[AGENT][NEUTRAL] 24, that's correct. Now the policy has both in and outpatient benefits. Um, is there, uh, anything in particular that you wanted to know about?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, ma'am. Uh, I just want, I'm gonna ask you to send me a few information just just reply me. Provide me the pay ID number, please.
[AGENT][NEUTRAL] The payer ID number is 60801.
[CUSTOMER][NEUTRAL] 60801. And patient group number?
[AGENT][NEUTRAL] The group number for the policy is.
[AGENT][NEUTRAL] Um, 80056.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 56. OK. And um provide me the correct mailing address.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII], [PII].
[CUSTOMER][NEUTRAL] [PII] after that?
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] OK. Got it, ma'am. And uh can you please provide me the
[CUSTOMER][NEUTRAL] Patient remaining detectable, what's the plan name? GA, right?
[AGENT][POSITIVE] Yes, it is a gap insurance. That's correct.
[CUSTOMER][NEUTRAL] OK. The, the patient has the remaining deductible amount?
[AGENT][NEUTRAL] The uh patient for outpatient services, uh.
[CUSTOMER][NEUTRAL] Mhm. What's the remaining?
[AGENT][NEUTRAL] We pick up the deductible.
[AGENT][NEUTRAL] Pardon?
[CUSTOMER][POSITIVE] OK, OK. Sure. Thanks. OK, sure, ma'am. Sure, thank you.
[AGENT][NEUTRAL] For the outpatient services, we pick up the deductible, co-payment or co-insurance.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Up to $750 per calendar day and that's just a.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Verification of the then if it's not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And for the inpatient services it's $2000 per calendar year or excuse me for um occasion and that again is the verification, not a guarantee of payment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, ma'am. Sure. Thank you so much. And can you please uh spell your name?
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] We're gonna use that today's date and as a reference.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] [PII], thank you so much. Have a nice day. Bye-bye.
[AGENT][POSITIVE] OK, thanks for contacting AP. Have a good day.