AccountId: 011433970860
ContactId: 4a7d5081-d60f-4751-ac41-57538779a9ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149279 ms
Total Talk Time (AGENT): 59000 ms
Total Talk Time (CUSTOMER): 65801 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/4a7d5081-d60f-4751-ac41-57538779a9ec_20250217T18:35_UTC.wav
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[AGENT][NEUTRAL] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi. I'm calling because I needed to verify benefits uh for a patient.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] My number, my name is [PII] Callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII] and what is the policy number of the member that you're inquiring eligibility for today?
[CUSTOMER][NEUTRAL] Um, it is going to be 01947017.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth and I'll be able to assist you.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] You said 01947017?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's not pulling up the name that you provided me with.
[CUSTOMER][NEUTRAL] [PII], I'm sorry, [PII]. We have her middle name.
[AGENT][NEUTRAL] And what is her date of birth again?
[CUSTOMER][NEUTRAL] To, I'm sorry, that's not the right date of birth. It is, I was looking at something else. It is uh [PII].
[AGENT][NEUTRAL] Thank you, and you're calling to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, patients scheduled for outpatient surgery in, uh, ambulatory surgical center.
[AGENT][POSITIVE] Thank you. This
[CUSTOMER][NEUTRAL] She does have primary, so I know that she, go ahead, I'm sorry.
[AGENT][NEUTRAL] This is a gap insurance. The policy has been active since [PII] and is currently active. She has outpatient benefits of $5000 per calendar year with a $250.
[AGENT][NEUTRAL] Deductible and this is not a guaranteed benefits just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK. So, she would have to meet that deductible in order for you to pay anything towards the primary or do you pick up primary benefits?
[AGENT][NEUTRAL] We pick up primary
[AGENT][NEUTRAL] Deductible co-pay and co-insurance.
[CUSTOMER][NEUTRAL] You do pick up, OK.
[CUSTOMER][NEUTRAL] Got it. Alright, and can I get your name one more time?
[AGENT][NEUTRAL] Is there anything else that I can assist you with? [PII].
[CUSTOMER][NEUTRAL] [PII] and the first initial of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And is there a reference number for the call?
[AGENT][NEUTRAL] Don't provide those unfortunately you can use my name in today's date as a reference.
[CUSTOMER][POSITIVE] Perfect. All right, that's all I needed. Thank you.
[AGENT][POSITIVE] Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.