AccountId: 011433970860
ContactId: 316798fd-df2f-4b7b-ab82-2b1db7c057cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158979 ms
Total Talk Time (AGENT): 59020 ms
Total Talk Time (CUSTOMER): 58484 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/316798fd-df2f-4b7b-ab82-2b1db7c057cd_20250626T12:55_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good morning. I'm calling for benefits on a patient that's in the office.
[AGENT][POSITIVE] OK. Happy to
[CUSTOMER][NEUTRAL] She has, uh, sorry, yes she has Florida Blue as her primary insurance but she handed us a gap card to cover her co-payment.
[AGENT][NEUTRAL] No, go ahead.
[AGENT][POSITIVE] OK. Happy to check benefits. What's the policy number?
[CUSTOMER][NEUTRAL] It's 02636892.
[AGENT][NEUTRAL] Thank you. And then for documentation, may I please have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] number [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. Effective date is [PII]. We are the member secondary insurance, so it does pick up deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] You say you pick up coinsurance or co-payment for primary?
[AGENT][NEUTRAL] Yeah, deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] OK, and we're a specialist office.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me just one moment.
[AGENT][NEUTRAL] So yeah, the fact that you're a specialist won't matter it just falls under their outpatient benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else?
[CUSTOMER][NEUTRAL] Is there a reference for this call, please?
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is my name with today's date. My name is [PII], that's [PII] H. initial to my last name is [PII] and then today's date.
[CUSTOMER][NEUTRAL] Let me see, is there a billing address? OK, I see it.
[CUSTOMER][NEUTRAL] Um, we're sending the claim to American Public Life, I see.
[AGENT][POSITIVE] Mhm, correct.
[CUSTOMER][NEUTRAL] Um, [PII], OK, that's behind the card. OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] You too
[AGENT][NEUTRAL] Bye bye.