AccountId: 011433970860
ContactId: 3f9468f2-8841-4019-9478-e83edf6b6aa5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174220 ms
Total Talk Time (AGENT): 87336 ms
Total Talk Time (CUSTOMER): 75904 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/3f9468f2-8841-4019-9478-e83edf6b6aa5_20250507T14:32_UTC.wav
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[CUSTOMER][NEUTRAL] you buy you buy me, we need to.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes ma'am, thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? I'm calling to check benefits on one of your members.
[AGENT][NEUTRAL] Oh, I'm fine. And yes, ma'am, I can verify benefits for you. And your name is?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] I have 02611477.
[AGENT][NEUTRAL] OK, thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][POSITIVE] Good
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][POSITIVE] OK, thank you so much. I'm showing her effective date is [PII] of this year. She is active on the policy. And what benefits are you needing for this patient?
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Urgent care?
[CUSTOMER][NEUTRAL] And you can move Elijah.
[AGENT][NEUTRAL] OK, thank you. Uh, let's see, not a guarantee of payment, just a verification of coverage. With this policy, we are secondary. We help with primary insurance deductible, co-pay and our co-insurance. And I show the patient has a benefit max of up to $6500 per calendar year.
[CUSTOMER][NEUTRAL] Do it now.
[CUSTOMER][POSITIVE] They're gonna do it thank you.
[CUSTOMER][NEUTRAL] 6000.
[AGENT][NEUTRAL] 500 per calendar year.
[CUSTOMER][NEUTRAL] Um, so.
[CUSTOMER][NEUTRAL] 500 per calendar, yeah, so it's for urgent care it's 500.
[AGENT][NEUTRAL] No, ma'am. After primary insurance has processed the claim, since we're secondary, we pick up what they apply towards deductible, co-pay, or co-insurance up to that $6500 benefit that is per calendar year.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK, alright, perfect, and everything is available or they, they have used anything?
[AGENT][NEUTRAL] Uh, give me one moment to check.
[AGENT][NEUTRAL] Uh, they, it's available. I don't show they've used any benefits.
[CUSTOMER][NEUTRAL] OK perfect and may I have your name again?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII], last initial [PII] And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Mm, the reference number will be your name and today's date.
[AGENT][NEUTRAL] Uh yes ma'am, you can use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you so much have a wonderful rest of your day bye bye.
[AGENT][POSITIVE] Oh, you too, and thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Right.