AccountId: 011433970860
ContactId: 39af76dd-0f0f-47e5-89d8-d2b43236615d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278459 ms
Total Talk Time (AGENT): 83154 ms
Total Talk Time (CUSTOMER): 64639 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/39af76dd-0f0f-47e5-89d8-d2b43236615d_20250108T20:51_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling to check the eligibility.
[AGENT][NEUTRAL] OK, do you have a callback number?
[CUSTOMER][NEUTRAL] The callback number was uh
[CUSTOMER][NEUTRAL] Just give me a second.
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Policy number was uh
[CUSTOMER][NEUTRAL] 024
[CUSTOMER][NEUTRAL] 753
[CUSTOMER][NEUTRAL] 87
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] The name was uh [PII].
[CUSTOMER][NEUTRAL] It's also.
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Thank you man and you were just needing eligibility?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I can give that to you. The effective date is [PII]. The policy is active.
[CUSTOMER][NEUTRAL] So, may I know the plan type?
[AGENT][NEUTRAL] Midlink.
[CUSTOMER][NEUTRAL] So may I know, may I know the co-insurance?
[AGENT][NEUTRAL] This policy, any benefits given over the phone is not a guarantee of payment. This policy coordinates with the primary insurance, whatever the primary applies to their deductible, co-pay or co-insurance, that's what we pick up only for certain procedures depending on what the procedure is.
[CUSTOMER][NEUTRAL] So is there any director for the patient?
[AGENT][NEUTRAL] Let me see if we have a deductible on this policy. This is just a secondary policy. This is not a major medical policy.
[CUSTOMER][NEUTRAL] Just give me a second.
[CUSTOMER][NEUTRAL] Uh, so there is no coinsurance for the patient, right?
[AGENT][NEUTRAL] Right, it coordinates with their primary insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, you follow the primary guidelines, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so may I know your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] OK, so may I know the claim mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Could you please uh repeat this state?
[AGENT][NEUTRAL] [PII], that would be OK.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] May I know the TFL time lying limit?
[AGENT][NEGATIVE] We do not have timely filing.
[CUSTOMER][NEUTRAL] OK, so may I know the call reference number?
[AGENT][NEUTRAL] We do not have call reference numbers you can use my name and today's date.
[CUSTOMER][POSITIVE] OK. Oh, thank you, thank you, [PII].
[AGENT][POSITIVE] Thank you, [PII], for calling APO. You have a good afternoon.