AccountId: 011433970860
ContactId: 396df483-21c4-4f4b-ae1d-9ee1472a7f7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195000 ms
Total Talk Time (AGENT): 55122 ms
Total Talk Time (CUSTOMER): 64894 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/396df483-21c4-4f4b-ae1d-9ee1472a7f7c_20250527T15:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Last initial is [PII] Uh, I was calling to check eligibility and benefits on a patient of mine.
[AGENT][POSITIVE] OK, yeah, I can help you with eligibility and benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the policy number of that patient?
[CUSTOMER][NEUTRAL] I have 017.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 710.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] I sure this policy is active and effective [PII].
[AGENT][NEUTRAL] And is this for outpatient benefits?
[CUSTOMER][NEUTRAL] Uh, yes, it'll be for DME.
[CUSTOMER][NEUTRAL] So outpatient home.
[AGENT][NEUTRAL] Yeah, it's not a guarantee of payment, basic outline of the policy. Let me get that pulled up. Just give me one moment.
[CUSTOMER][POSITIVE] Yeah, take your time.
[AGENT][NEUTRAL] It looks like they have a a $4000 covered person per calendar year benefits payable. Um, this is a secondary policy, so this will pick up after primary processes claim any co-insurance, deductible or co-pay up to $4000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, so 4000 is the limit, not like a deductible or anything.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, so, um.
[CUSTOMER][NEUTRAL] The the the Cigna policy has a deductible of $5000 so basically they would owe $1000 and then they would meet that deductible if they had racked up all the cost for that.
[AGENT][NEUTRAL] Right, if they've not used any of their calendar or maximum by the time the claims submitted, yeah.
[CUSTOMER][NEUTRAL] Got you OK OK perfect and is there a group number for this policy?
[AGENT][NEUTRAL] Uh, group number is.
[AGENT][NEUTRAL] That's 21628.
[CUSTOMER][POSITIVE] Perfect. Alright, well that's everything I need. Oh wait, do y'all need us at all?
[AGENT][NEUTRAL] No, we do not require office.
[CUSTOMER][POSITIVE] OK perfect um well that's everything I need if I could just get a reference number for the call I'll be done.
[AGENT][NEUTRAL] Yes, it's my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect alright well thank you so much for your help. I hope you have a great rest of your day.
[AGENT][POSITIVE] Thank you for calling APL you as well.
[CUSTOMER][POSITIVE] Thanks bye.