AccountId: 011433970860
ContactId: 35e53cb3-706e-40f9-ae6d-cf0d44657ac3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164889 ms
Total Talk Time (AGENT): 59107 ms
Total Talk Time (CUSTOMER): 54774 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/35e53cb3-706e-40f9-ae6d-cf0d44657ac3_20250522T19:51_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, um, I was calling um to see about getting benefits for a patient.
[AGENT][POSITIVE] I'll be happy to assist with.
[AGENT][NEUTRAL] May I have your first name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] Yeah, it's um [PII] I'm sorry um [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] And it is 02567750.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] um [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] And it's outpatient.
[AGENT][NEUTRAL] OK, I do show the outpatient calendar year maximum is $5000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so you guys pay up to $5000?
[AGENT][NEUTRAL] Up to 5000.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and has anything been used towards that or?
[AGENT][NEUTRAL] She's only used $1,173.70 of that.
[CUSTOMER][NEUTRAL] OK, $1,173.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, so she, we said she has Blue Cross Blue Shield primary, so we, we file this one as secondary, is that correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and do you have a, um, like the billing address that we need to send the claim to?
[AGENT][NEUTRAL] OK, billing address is [PII].
[AGENT][NEUTRAL] And that's in [PII]?
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alrighty and um do you have a call reference number?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.