AccountId: 011433970860
ContactId: 3895e4a4-6eaa-4c83-9da0-8b594905b671
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163119 ms
Total Talk Time (AGENT): 68954 ms
Total Talk Time (CUSTOMER): 51718 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/3895e4a4-6eaa-4c83-9da0-8b594905b671_20250610T17:19_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from OSU Medical Center, and I'm calling to check eligibility for a patient, please.
[AGENT][POSITIVE] I'd be happy to assist with the eligibility today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is 01905645.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment and you show the policy is currently active. Effective date is [PII].
[AGENT][NEUTRAL] And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, I do show the outpatient calendar year maximum is $4500. She does have a $500 deductible. Let me see if she's met that.
[CUSTOMER][NEUTRAL] I think, hold on.
[AGENT][NEUTRAL] OK, so she's only met $120 of her outpatient $500 outpatient deductible.
[CUSTOMER][NEUTRAL] OK, because she came in for surgery this morning before y'all were open so.
[CUSTOMER][NEUTRAL] And would she require?
[AGENT][NEUTRAL] So after that's met?
[AGENT][NEUTRAL] No, we don't require authorization.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So after her $500 deductible is met, we'll pay 100% of her patient responsibility up to that $4500 maximum.
[CUSTOMER][NEUTRAL] So is this
[CUSTOMER][NEUTRAL] Is this like a Medicare?
[AGENT][NEUTRAL] We're her gap is a commercial gap policy we work in conjunction with the major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um [PII], do you have a call reference number for us today?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] No, that will do it.
[AGENT][POSITIVE] Thank you for calling APO you have a good day.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][NEUTRAL] Bye bye.