AccountId: 011433970860
ContactId: 3b35607b-c084-4be7-bdb6-21777f37d9d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178839 ms
Total Talk Time (AGENT): 53402 ms
Total Talk Time (CUSTOMER): 87953 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/3b35607b-c084-4be7-bdb6-21777f37d9d8_20250506T18:34_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] OK. Yes, ma'am. I'm calling from the office of Dr. [PII]. I'm trying to see if um this insurance does cover uh primary care insurance, Blue Cross Blue Shield.
[AGENT][NEUTRAL] Um, do we carry Blue Cross Blue Shield? I'm sorry, I, I don't quite understand.
[CUSTOMER][NEUTRAL] Uh, no, no, I'm sorry, uh, the thing is, uh, she a patient of ours gave us, um, Blue Cross Blue Shield and the APL, American Public Life Insurance, as a secondary, and I just wanted to verify if it covers like, um, does it take over the, the deductible and the copays of the other insurance.
[AGENT][POSITIVE] Oh, OK, I'd be happy to assist with eligibility and benefits today. May I have your first name, please?
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] Yes, it is uh [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number is 01868817.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, her name is um Miss [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 will this be for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Um, outpatient.
[AGENT][NEUTRAL] I do show the outpatient calendar year maximum is $2550.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm showing she's only used $195 of that.
[CUSTOMER][NEUTRAL] Uh, uh.
[CUSTOMER][POSITIVE] Looks like she's all good to go.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, um, so the question is, um, does she need to, uh, for this insurance, um, it doesn't take cover like, let's say, um.
[CUSTOMER][NEUTRAL] It wouldn't cover the Blue Cross Blue Shield copay, correct?
[AGENT][NEUTRAL] It does. We're her gap insurance.
[CUSTOMER][NEUTRAL] Oh, OK, so, uh, she wouldn't have to pay a copay for today.
[AGENT][NEUTRAL] No, you would bill us after you receive the claim and you'll be back from Blue Cross Blue Shield.
[CUSTOMER][POSITIVE] OK, so we would have to submit that. OK, perfect. Alright, I'll go ahead and write in my notes. Thank you so much.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] That'll be all.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too thank you.