AccountId: 011433970860
ContactId: 4e82eec2-711b-4077-b53c-e681d09ed6c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260839 ms
Total Talk Time (AGENT): 104774 ms
Total Talk Time (CUSTOMER): 86312 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/4e82eec2-711b-4077-b53c-e681d09ed6c1_20250623T21:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi. My name is [PII]. I'm calling with Doctor [PII]'s office. I'm calling to check benefits and to see if a certain outpatient procedure needs for all.
[AGENT][POSITIVE] OK, I can verify benefits for you, and I apologize, your name is again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please? Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] And what was
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] What was your name?
[AGENT][NEUTRAL] It's [PII] last initial [PII]
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm sorry, what, what were you asking me for my phone number?
[AGENT][NEUTRAL] Uh, the policy number.
[CUSTOMER][NEUTRAL] Oh, OK. Let's see, let me get that for you.
[CUSTOMER][NEUTRAL] 018135, no I'm sorry 01813835.
[AGENT][NEUTRAL] OK, thank you one moment and the callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. I'm showing the policy terminated [PII].
[AGENT][POSITIVE] Oh, wait, I do show an active policy and I'll give you that policy number when you're ready.
[CUSTOMER][NEUTRAL] There's a new policy number?
[AGENT][NEUTRAL] Yes, ma'am, the one that you gave that terminated [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 124 terminated. OK, I'm ready.
[AGENT][NEUTRAL] Uh, the current policy number is 2582959.
[CUSTOMER][NEUTRAL] OK, that's 2582959.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, ma'am, and the effective date is [PII] and the policy is active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If what benefits are you needing?
[CUSTOMER][NEUTRAL] Just they accumulatory.
[AGENT][NEUTRAL] I'm sorry, say again.
[CUSTOMER][NEUTRAL] You guys are their secondary. They actually have Blue Cross Blue Shield as their primary. I just need to know, do you guys pick up any deductible that's not covered by Blue Cross or do you only paying a percentage?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, well, secondary, we pick up what primary applies towards deductible, co-pay or co-insurance up to their max benefit.
[CUSTOMER][NEUTRAL] I'm sorry, say that again.
[AGENT][NEUTRAL] We pick up what primary applies towards the deductible, co-pay or co-insurance up to their benefit max.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm just a nurse. I really don't even know what that means.
[AGENT][NEUTRAL] What that means is after primary insurance has processed the claim on their explanation of benefits, if they applied any amounts towards deductible, co-pay, or co-insurance, that's what we pick up and pay a secondary up to their max benefit with our company.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][POSITIVE] That's what I needed to know. OK, thank you.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Oh, yeah, is there a reference number to this call?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] Is what?
[AGENT][NEUTRAL] It's [PII], last [PII] [PII]
[CUSTOMER][NEUTRAL] OK. Uh, I'm sorry, I thought you said something about [PII]. I'm sorry.
[AGENT][NEUTRAL] No, that's fine. I get several different names a day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Oh, you're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.