AccountId: 011433970860
ContactId: 3834c540-682a-4091-8479-af6ad38e5d22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184740 ms
Total Talk Time (AGENT): 54917 ms
Total Talk Time (CUSTOMER): 50711 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/3834c540-682a-4091-8479-af6ad38e5d22_20250429T17:21_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling to verify a patient's uh plan.
[AGENT][NEUTRAL] OK, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII], call back [PII].
[AGENT][NEUTRAL] OK, thank you, [PII], and do you have a good policy number for the patient?
[CUSTOMER][NEUTRAL] Um, let me see, where was it?
[CUSTOMER][NEUTRAL] Uh, no, they only gave us the group and the payer ID.
[AGENT][NEUTRAL] OK. What's the group?
[CUSTOMER][NEUTRAL] 15493
[AGENT][NEUTRAL] And patient name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Um, let me see.
[AGENT][NEUTRAL] And what was the last name? What was the, was it a hyphenated name or?
[CUSTOMER][NEUTRAL] Uh yeah, the uh first part, the last name we have [PII]
[AGENT][NEUTRAL] And then the first name?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] OK. Do you have the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then are you needing benefits or?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Uh, let me give you the right policy number. It's 250.
[AGENT][NEUTRAL] 2558.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then is this for outpatient services or?
[CUSTOMER][NEUTRAL] Yeah, for outpatient.
[AGENT][NEUTRAL] This is not a guarantee of payment, basic outline of the policy. Let me see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, so for this plan, they have a $2500 per covered person per calendar year maximum benefit payable. Um, this is a secondary policy, so that's gonna pay after primary insurance has processed the claim. That would apply towards deductible, co-pay, or co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Um,
[CUSTOMER][POSITIVE] That, that was it. Thank you so much.
[AGENT][POSITIVE] OK, thank you for calling [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.