AccountId: 011433970860
ContactId: 3d3bada0-4fa0-4cce-9636-4c4ffbea27a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145509 ms
Total Talk Time (AGENT): 55038 ms
Total Talk Time (CUSTOMER): 49075 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/3d3bada0-4fa0-4cce-9636-4c4ffbea27a1_20250305T14:39_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I'm calling from a provider's office to check benefits on a patient.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 01904327
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] [PII] Has.
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] It's a female [PII].
[AGENT][NEUTRAL] Her date of birth.
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Uh, yeah, you, you're listed as secondary to her Blue Cross Blue Shield, and she has an outpatient surgery coming up.
[AGENT][NEUTRAL] OK, I can give you those benefits. The effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phones, not a guarantee of payment.
[AGENT][NEUTRAL] This policy does coordinate with her primary, what, and we pick up whatever they apply to her deductible, co-pay or co-insurance only up to 5000 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that was uh up to 5000 of her deductible from from the primary?
[AGENT][NEUTRAL] Right, we pick up deductibles, copays, or co-insurance.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] And is any prior authorization needed?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] All right, uh, I guess that's all that I need is there a call reference number, [PII]?
[AGENT][NEUTRAL] We do not have call reference numbers you can use my name in today's date.
[CUSTOMER][NEUTRAL] OK, what's the initial of your last name if you don't mind?
[AGENT][NEUTRAL] Yes
[CUSTOMER][POSITIVE] All right, thank you so much I hope you have a good day.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You as well.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.