AccountId: 011433970860
ContactId: 3e9b40a3-47b7-4eb2-986c-36d0abad9959
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162529 ms
Total Talk Time (AGENT): 63682 ms
Total Talk Time (CUSTOMER): 78438 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/3e9b40a3-47b7-4eb2-986c-36d0abad9959_20250124T17:29_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yeah, hi, um, I called, I just needed to get benefits for one of our patients.
[AGENT][POSITIVE] Oh, I'd love to help you with some benefits today. Do you mind if I have your name and a good call back number?
[CUSTOMER][NEUTRAL] Sure, it's [PII] and then uh callback number [PII].
[AGENT][NEUTRAL] Thank you, [PII] and what's the member's ID number?
[CUSTOMER][NEUTRAL] It is 60801.
[AGENT][NEUTRAL] Oh, so that's actually gonna be our payer ID number. Do they have another number on the card?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, let me look at the card hold on they put the wrong one in the system.
[AGENT][NEUTRAL] No, that's OK. It happens all the time actually, so.
[CUSTOMER][NEUTRAL] Um, I'm sure, uh, let me see.
[CUSTOMER][NEUTRAL] OK, so it's gonna be 024499997 ML 8.
[AGENT][POSITIVE] Thank you and give me a moment to get that pulled up.
[AGENT][NEUTRAL] Alright, Ms. [PII], would you be able to verify that member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth, uh [PII].
[AGENT][POSITIVE] Perfect, thank you very much for verifying him and you said you were looking for benefits for the inpatient or outpatient?
[CUSTOMER][NEUTRAL] Yeah, um, for outpatient for uh, specialist office.
[CUSTOMER][NEUTRAL] Um, I was actually, so you guys are the secondary and he does have a primary adMed, um, do you guys cover the copays for the primary?
[AGENT][NEUTRAL] Um, we do, yes, we are secondary to their primary. Um, I do wanna let you know any benefit information I give you over the phone is always just a verification of coverage and never I guarantee a payment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct. Mhm.
[AGENT][NEUTRAL] Um, and then their outpatient benefit with us is going to be $750 per day.
[CUSTOMER][NEUTRAL] OK, so what's that mean? You guys cover up to $750 per day?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, OK, that's what I want. APL and what, which, um, which plan is this though? let me see.
[AGENT][NEUTRAL] Um, the plan, yeah, it's the Medin plan, it's our gap insurance.
[CUSTOMER][NEUTRAL] Oh OK, yeah, I got, OK, I got it here. OK dokey, so I will let the patient know and um if I can just get a reference number for the call.
[AGENT][NEUTRAL] Oh, you betcha. It's gonna be my name, [PII], first initial last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much [PII] I appreciate it.
[AGENT][POSITIVE] Yeah, it's my pleasure thanks for calling APL you have a great weekend.
[CUSTOMER][NEUTRAL] You too mm bye.
[AGENT][NEUTRAL] Bye bye.