AccountId: 011433970860
ContactId: 2d4e700e-1705-4a60-a318-e3635e03a194
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270600 ms
Total Talk Time (AGENT): 119757 ms
Total Talk Time (CUSTOMER): 78173 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/2d4e700e-1705-4a60-a318-e3635e03a194_20250530T13:56_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling from Ad advanced maternal fatal medicine regarding a patient, um, that is coming into our office, and I would like to know if she's still active. I know she has a daily limit of $500.
[AGENT][NEUTRAL] OK, so you're needing to verify eligibility for a number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] 022127777
[CUSTOMER][NEUTRAL] ML.
[CUSTOMER][NEUTRAL] 8
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] What is your name?
[AGENT][NEUTRAL] Again, my name is [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And you will also use my name in today's state as your call reference number. Yes, ma'am.
[CUSTOMER][NEUTRAL] As
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And with any information that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] OK, the first name is [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show that she is the subscriber on the supplemental policy, and yes, ma'am, it is active with an effective date of [PII].
[AGENT][NEUTRAL] And [PII], if you all will be filing a claim with us for her, we will also have to have a copy of her primary insurance company's explanation of benefits along with the claim.
[AGENT][NEUTRAL] And then once we have processed any claim here at APL we do have a portal in which you should be able to check claim status in and the website for our portal is located at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then her also her daily limit is 500?
[AGENT][NEUTRAL] So you also need benefit information?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So she has an outpatient benefit maximum, yes, per calendar day for covered outpatient services of $500 and there is no outpatient deductible per covered person per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, are you needing benefits for inpatient, outpatient, or office?
[CUSTOMER][NEUTRAL] Office.
[AGENT][NEUTRAL] OK, so office visits and treatment in the office are not covered under this policy.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll go ahead and let the patient know.
[AGENT][NEUTRAL] OK. Well, is there anything else that I could help you with this morning?
[CUSTOMER][NEUTRAL] No, that is all.
[AGENT][POSITIVE] OK, well then, thank you so much for calling APL and I hope you have a nice weekend, [PII].
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[CUSTOMER][POSITIVE] by you're welcome. Bye.
[AGENT][NEUTRAL] Bye bye.