AccountId: 011433970860
ContactId: 2c929823-06af-4e74-851b-a1f03b10c8de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272040 ms
Total Talk Time (AGENT): 113162 ms
Total Talk Time (CUSTOMER): 75343 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/2c929823-06af-4e74-851b-a1f03b10c8de_20250121T15:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I need help with benefits.
[AGENT][POSITIVE] OK [PII], I can help you with benefits. Can you please give me your callback number?
[CUSTOMER][NEUTRAL] [PII] that is direct.
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And what is the patient's name?
[CUSTOMER][NEUTRAL] This one is for.
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, and then what is [PII]'s uh policy number?
[CUSTOMER][NEUTRAL] Policy number is 018551505.
[AGENT][NEUTRAL] OK, let me pull in her policy real quick.
[AGENT][NEUTRAL] OK, and that is 018551505?
[CUSTOMER][NEUTRAL] 505.
[AGENT][NEUTRAL] OK, I am putting in 018551505 and it's not pulling in.
[CUSTOMER][NEUTRAL] Uh-huh, that's what they gave.
[AGENT][NEGATIVE] It's not pulling in for me.
[CUSTOMER][NEUTRAL] Right, now hold on, let me see. Yeah, usually because I try to do on a usually I'm good with the website or trying to pull the patient up but I wasn't. Um, let me see the card I have here, hold on, um.
[CUSTOMER][NEUTRAL] I think maybe because it's one.
[CUSTOMER][NEUTRAL] 101 on the card it says 01851505 effective [PII], maybe because it's an old card I'm thinking.
[AGENT][NEUTRAL] I don't know. Let me try again.
[AGENT][NEUTRAL] 1851505.
[AGENT][NEUTRAL] OK, we have
[CUSTOMER][NEUTRAL] 0 on the front, so [PII].
[AGENT][NEUTRAL] OK, so the, um, the first number we just had one too many 5s in it. I've got her pulled up now.
[CUSTOMER][NEUTRAL] Oh wait, so, so what, what's the correct ID number? Now I'm confused.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, and.
[AGENT][NEUTRAL] She does have an active policy. Her effective date is [PII], and this is just to verify her coverage. It's not a guarantee of payment. She has a supplemental insurance policy that is billed secondary to the primary. It helps with her deductible co-pay and co-insurance.
[AGENT][NEUTRAL] She has an inpatient benefit amount of $3500.
[AGENT][NEUTRAL] Um, let me continue to look.
[AGENT][NEUTRAL] Let's see if she's got
[AGENT][NEUTRAL] I'm gonna have to pull in her policy to see, oh wait, I do see.
[AGENT][NEUTRAL] She has an outpatient benefit amount of $500 per current.
[CUSTOMER][NEUTRAL] OK, are you sure that's still available?
[AGENT][POSITIVE] Yeah, I'll let me check and see for you.
[AGENT][NEUTRAL] She has not used anything for the year of [PII].
[CUSTOMER][NEUTRAL] Perfect, and is there a reference number for our call?
[AGENT][NEUTRAL] Yes, you can use my name in today's date.
[CUSTOMER][NEUTRAL] Initials to your last?
[AGENT][NEUTRAL] C
[CUSTOMER][POSITIVE] Thank you so much for all your help.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a good week. Thank you so much for calling APL.
[CUSTOMER][POSITIVE] Thank you you do the same. Have a great one.
[AGENT][NEUTRAL] Mm. Bye-bye, ma'am.