AccountId: 011433970860
ContactId: 45952d64-d56f-4aaa-bffb-3c49eedddb2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135220 ms
Total Talk Time (AGENT): 67420 ms
Total Talk Time (CUSTOMER): 40881 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/45952d64-d56f-4aaa-bffb-3c49eedddb2e_20250226T13:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Care South Carolina. I need to check the benefits on the patient, please.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the benefits and [PII], may I have a good contact number in case we're disconnected and then the member's policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02103742.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And what type of benefits did you need to go over today?
[CUSTOMER][NEUTRAL] Um, it's medical office.
[CUSTOMER][NEGATIVE] Sick visit.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Um, so the, for the physician office, the policy will pay up to $75 per day with a max of 6 days per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And would he be responsible for the rest?
[AGENT][NEUTRAL] Um, so for patient responsibility, we don't determine because we're not a major medical, um, insurance company. If he doesn't have any other insurances, hold on, let me see if this is possible indemnity or mentally. Hold on one moment. If he doesn't have any other insurances, then it would be up to the provider if they write it off or bill or what their next steps would be.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright then, that's what I needed I appreciate your help.
[AGENT][POSITIVE] You're very welcome. Well, thank you for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] You too. Thank you. Mm.
[AGENT][POSITIVE] Thank you, you're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.