AccountId: 011433970860
ContactId: 447fc64c-9169-4632-9190-4b8603db4014
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227339 ms
Total Talk Time (AGENT): 102447 ms
Total Talk Time (CUSTOMER): 42321 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/447fc64c-9169-4632-9190-4b8603db4014_20250110T16:09_UTC.wav
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[AGENT][POSITIVE] Thank you for calling
[AGENT][NEUTRAL] PL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to get eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK, I can help you with benefits and eligibility. Can I please get your name and your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Yes, um, my name is [PII]. That's [PII]
[CUSTOMER][NEUTRAL] And the first initial so my last name is [PII]
[CUSTOMER][NEUTRAL] And phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the patient's number?
[CUSTOMER][NEUTRAL] The policy number?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] 02464797
[AGENT][NEUTRAL] OK, and then what's the patient's name?
[CUSTOMER][NEUTRAL] Oh [PII].
[AGENT][NEUTRAL] And then the patient's date of birth, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, looking at this policy, a Dallas does not have an active policy. The policy lapsed on [PII].
[AGENT][NEUTRAL] Let me check and see if there is an active one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, there is an active policy. Let me give you that policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 250.
[AGENT][NEUTRAL] 1816.
[AGENT][NEUTRAL] The policy's effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify coverage. It's not a guarantee of payment. The insured has a supplemental insurance policy that is secondary to the primary. It helps with deductible, co-pay, and co-insurance. The insured has an inpatient benefit amount of $7900 per calendar year.
[AGENT][NEUTRAL] And then he also has an inpatient, I'm sorry, outpatient amount of $2500 per calendar year.
[CUSTOMER][NEUTRAL] OK perfect and has he met anything towards his outpatient coverage?
[AGENT][NEUTRAL] Let me check for you real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] No, ma'am, he has all of his benefits so far.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you so much. May I have a reference number for the call, please?
[AGENT][NEUTRAL] Yes ma'am, you can use my name.
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][POSITIVE] Thank you I hope you have a great day.
[AGENT][POSITIVE] You too, Yay I hope you have a wonderful weekend thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you you too bye bye.