AccountId: 011433970860
ContactId: 4c5ea270-cf2d-43ae-b514-b51dd637f10a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157100 ms
Total Talk Time (AGENT): 66392 ms
Total Talk Time (CUSTOMER): 57419 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/4c5ea270-cf2d-43ae-b514-b51dd637f10a_20250110T19:26_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to get benefits and eligibility on a patient please.
[AGENT][POSITIVE] I'm sure [PII] I can assist you with benefits. Um, first, could I get a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Policy number I have on file is 02200819 M like Mary L like Larry H.
[AGENT][NEUTRAL] Thank you. Um, let's see. Could you please verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, just let me advise you that verification of coverage does not guarantee payment of claims. Um, she does have a new policy number.
[CUSTOMER][NEUTRAL] Oh, OK, give me one second, let me grab that from you then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] CO 3 G.
[CUSTOMER][POSITIVE] And if you could, yes please.
[AGENT][NEUTRAL] Um, her new number is 02337175.
[CUSTOMER][NEUTRAL] Again that number is 02337175.
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][POSITIVE] Perfect thank you and when did that go into effect?
[AGENT][NEUTRAL] Um, the effective date on this policy was [PII] and the policy is still active.
[AGENT][NEUTRAL] And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient benefits please no office visit.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 1000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] And do you know how much of that $1000 that she's met already?
[AGENT][NEUTRAL] Um, she hasn't used any yet.
[AGENT][NEUTRAL] It's all available.
[CUSTOMER][POSITIVE] Perfect and.
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][POSITIVE] OK, alright, [PII], thank you so much for your help then and have a wonderful day.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Nope, that'll be all thank you.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great weekend. Bye.
[CUSTOMER][NEUTRAL] You too goodbye.
[AGENT][POSITIVE] Thanks.