AccountId: 011433970860
ContactId: 2f0d372e-534c-495e-a712-8f2e9970d0d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177990 ms
Total Talk Time (AGENT): 63699 ms
Total Talk Time (CUSTOMER): 70576 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/2f0d372e-534c-495e-a712-8f2e9970d0d9_20250609T15:06_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm just calling to verify a patient.
[AGENT][NEUTRAL] OK, you just need benefits.
[CUSTOMER][NEUTRAL] Yeah, and then she's also saying like she will have no deductible with this plan, so I just wanted to see if that's true or how this plan works.
[AGENT][NEUTRAL] OK, and you said [PII], is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for that patient?
[CUSTOMER][NEUTRAL] 02403932
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and let me get the date of birth for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And is it for outpatient hospital benefits or?
[CUSTOMER][NEUTRAL] Uh, yeah, outpatient, we're a specialty office.
[AGENT][NEUTRAL] On a guarantee of payment, basic outline of the policy.
[AGENT][NEUTRAL] Uh, looks like this policy is active and effective [PII].
[AGENT][NEUTRAL] And for their benefits, let's see.
[AGENT][NEUTRAL] Um, this is a secondary policy, so once primary processes the claim, this plan will pay up to $4000 per covered person per calendar year.
[AGENT][NEUTRAL] That's not gonna be for the actual office visit, but it would cover any procedures or treatments rendered in office and pay 100% up to $4000.
[CUSTOMER][NEUTRAL] OK, so like a nuclear.
[CUSTOMER][NEUTRAL] The diagnostic like radiology study that we offer in clinic.
[CUSTOMER][NEUTRAL] They say patient responsibility per like Medicare patient will have a responsibility of $700 so she has not met that $4000 so that means that you guys.
[CUSTOMER][NEUTRAL] Might cover it the the full amount.
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So does she, will she have like a co-pay anything like that with you guys?
[AGENT][NEUTRAL] Uh, no, no copays or deductibles. It'll just pay 100% up to that dollar amount.
[CUSTOMER][NEUTRAL] OK then and then um do you guys like receive paper claims or is it electronic claims?
[AGENT][NEUTRAL] Um, we can do electronic paper, and fax, and then we'll, we will need the primary explanation of benefits when you file that claim.
[CUSTOMER][POSITIVE] OK then alright thank you so much.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][POSITIVE] I know that was it thank you.
[AGENT][POSITIVE] OK. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.