AccountId: 011433970860
ContactId: 351ab52c-6e84-4568-9733-a322109ab54b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171970 ms
Total Talk Time (AGENT): 107257 ms
Total Talk Time (CUSTOMER): 42357 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/351ab52c-6e84-4568-9733-a322109ab54b_20250425T13:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from a facility to verify the patient's benefits.
[AGENT][POSITIVE] All right, yeah, I'll be glad to help you. Go ahead and give me a good policy number, please.
[CUSTOMER][NEUTRAL] It's 02064016.
[AGENT][NEUTRAL] Alrighty, thank you for that, [PII]. Now while I'm pulling this information up, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, [PII], thank you for all that information. Now, your patient's name and date of birth today.
[CUSTOMER][NEUTRAL] [PII], um [PII].
[AGENT][NEUTRAL] Alrighty, thank you for that information. Looks like [PII] is the insured on this medical supplemental plan. I do show the original effective date is [PII]. Patient is current and active, but I must advise that verification of coverage is not a guarantee of payment on the claim, but you did say you want some type of benefit. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, [PII], what type of benefit are you needing today, please, ma'am?
[CUSTOMER][NEUTRAL] Uh, medical.
[AGENT][NEUTRAL] OK, what, what exact benefit? Office visit, hospital, outpatient?
[CUSTOMER][NEUTRAL] It's a, it's for a CT. She has a cardiac PET CT scheduled with us, radiology.
[AGENT][NEUTRAL] OK, so gonna be done outpatient at the hospital?
[CUSTOMER][NEUTRAL] Outpatient, outpatient.
[AGENT][NEUTRAL] Alrighty. Alrighty. Let's see what she has. OK, now, of course, what we are is just her medical supplemental plan. So the only thing that we will pick up and pay on is anything that is for sickness and injury that is applied towards her deductible, co-pay, or co-insurance at her primary insurance carrier.
[AGENT][NEUTRAL] Uh, now her outpatient benefit here is going to be zero deductible, no pre-cert, and she has a $500 benefit payable per occurrence.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. May I have a reference number for the call?
[AGENT][NEUTRAL] Is that all that I can help answer for you today, [PII]?
[CUSTOMER][NEUTRAL] Uh yes, that's all.
[AGENT][NEUTRAL] Alrighty. Well, we don't give reference numbers, but you can use my name in today's date, [PII], and my name is [PII] spelled [PII]
[CUSTOMER][POSITIVE] OK, perfect. Thank you.
[AGENT][POSITIVE] Alright. Yes, ma'am. [PII], thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.