AccountId: 011433970860
ContactId: 4f0f7b49-e39d-4574-9647-38a3d9792fcb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161380 ms
Total Talk Time (AGENT): 64762 ms
Total Talk Time (CUSTOMER): 56436 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/4f0f7b49-e39d-4574-9647-38a3d9792fcb_20250116T15:26_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to check um eligibility for a patient.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] I'm calling from uh Doctor [PII]'s office, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Your name was [PII]?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] And do you have a callback number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I have um the um the payer ID? No.
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] I don't have the policy number. It says payer ID in hospital benefits, outpatient benefits, name of the plan.
[AGENT][NEUTRAL] One of those numbers, the inpatient or outpatient benefit number?
[CUSTOMER][NEUTRAL] 02563777 M as in Mary, L as in lion 8.
[AGENT][NEUTRAL] That is the policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were needing benefits?
[CUSTOMER][NEUTRAL] Yes, I want to know if the patient is active.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. The policy is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and does he have any benefits left for this year?
[AGENT][NEUTRAL] It depends on what he's having done. Is it for outpatient, inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, any benefits given over the phones, not a guarantee of payment?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This policy does coordinate with the primary insurance.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Whatever the primary applies to their deductible co-pay or co-insurance, we'll pay up to
[AGENT][NEUTRAL] $750 per calendar day.
[CUSTOMER][NEUTRAL] $720.
[AGENT][NEUTRAL] 7:50.
[CUSTOMER][NEUTRAL] At 7:50, OK.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] Thank you, [PII], for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] Yes sir bye.
[AGENT][NEUTRAL] Bye-bye.