AccountId: 011433970860
ContactId: 4601a3a7-0f2d-44f5-be0a-212a2b922691
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189300 ms
Total Talk Time (AGENT): 107849 ms
Total Talk Time (CUSTOMER): 40450 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=3.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/4601a3a7-0f2d-44f5-be0a-212a2b922691_20250210T16:52_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]. Last name initial is [PII] I'm calling from provider facility to verify eligibility on a patient that came in here on [PII].
[AGENT][NEUTRAL] Well, [PII], it would be my pleasure to assist you with claims status. What is our eligibility? What is the policy number for the patient?
[CUSTOMER][NEUTRAL] 1154687 M as in Mary, L as in Lima and then 5.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] All right, thank you. It would be my pleasure to help you with that eligibility for for none.
[AGENT][NEUTRAL] And [PII], I'm actually showing that this policy turned on 61-17. I'm checking to see if he has active coverage with us. Bear with me.
[AGENT][NEUTRAL] I'm checking, bear with me just a second.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][POSITIVE] OK, he does have an active policy, and I'll be happy to provide that active policy information for you.
[CUSTOMER][NEUTRAL] OK, ready.
[AGENT][NEUTRAL] And what is a good callback number in case we get disconnected? I didn't get that.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Now, as of [PII] for [PII]'s active policy number is 154.
[AGENT][NEUTRAL] 5825.
[AGENT][NEUTRAL] This is a secondary policy to his primary insurance and it is active.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Perfect. Can I get your name, uh call reference number, and if you could provide me the benefits for ER visit.
[AGENT][NEUTRAL] Sure. Now my name is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] Call reference number is going to be my name in today's date and I'm getting that benefit for you for ER.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] That is going to be under his outpatient coverage.
[AGENT][NEUTRAL] And [PII] has a calendar year max of $1250 that we can pay toward his deductibles, co-pay, or co-insurance of his major medical. That is a verification of coverage, not a guarantee of payment.
[AGENT][NEUTRAL] And right now [PII], he has the full benefit remaining for [PII].
[CUSTOMER][POSITIVE] OK, thank you very much, [PII]. Have a great day.
[AGENT][POSITIVE] It's been my pleasure to assist you with those benefits, [PII]. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Alrighty bye bye.
[AGENT][NEUTRAL] Bye bye.