AccountId: 011433970860
ContactId: 43fd80ed-a92a-4fe9-b450-9e07476c4e3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223990 ms
Total Talk Time (AGENT): 83965 ms
Total Talk Time (CUSTOMER): 67580 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/43fd80ed-a92a-4fe9-b450-9e07476c4e3f_20250106T22:14_UTC.wav
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[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Ortho Central in [PII].
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] I was trying uh to check benefits on the American public life policy for a patient. She's asking for an estimate for a procedure.
[AGENT][POSITIVE] OK, I can help you with benefits. Can you give me your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure, callback number is area code [PII].
[AGENT][POSITIVE] Thank you ma'am. And then what is the name?
[CUSTOMER][NEUTRAL] Uh, the patient's name is [PII].
[AGENT][NEUTRAL] OK, and what's your date of birth?
[CUSTOMER][NEUTRAL] Oh, I'm sorry, the phone cut out.
[AGENT][NEUTRAL] What is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Uh, her date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And then what is the policy number, please?
[CUSTOMER][NEUTRAL] Uh, her policy number is 022-03838.
[AGENT][NEUTRAL] OK, let me look that policy up.
[AGENT][NEUTRAL] OK, I do show that [PII] does have.
[AGENT][NEUTRAL] An active policy.
[AGENT][NEUTRAL] The effective date is [PII].
[AGENT][NEUTRAL] This is just to verify coverage. It's not a guaranteed payment. This policy is a supplemental insurance policy that's billed secondary to the primary.
[AGENT][POSITIVE] It helps with deductible, co-pay, or co-insurance.
[AGENT][NEUTRAL] So the insured.
[AGENT][NEUTRAL] If they're going inpatient more than 18 hours.
[AGENT][NEUTRAL] Has a benefit of $5000 per calendar year.
[AGENT][NEUTRAL] And then has outpatient benefits of $5000 per calendar year.
[CUSTOMER][NEUTRAL] Yeah, this is just gonna be an in clinic procedure so I guess it would be considered outpatient.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Does that amount go to the.
[AGENT][NEUTRAL] And let me see if they have office visits.
[CUSTOMER][NEUTRAL] Yeah, does that go toward the deductible as well for a procedure?
[AGENT][NEUTRAL] Right, this policy only helps with deductible, co-pay, or co-insurance.
[CUSTOMER][NEUTRAL] Deductible copay or coinsurance, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty then we will kind of get something together for her then.
[CUSTOMER][NEUTRAL] That sounds like a plan. Do you have a reference number for me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. You have a wonderful day.
[AGENT][POSITIVE] You have a wonderful day also and thanks for calling APL.