AccountId: 011433970860
ContactId: 523160d8-8a85-4b1e-93f8-7bed6338ced2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259329 ms
Total Talk Time (AGENT): 88007 ms
Total Talk Time (CUSTOMER): 82536 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/523160d8-8a85-4b1e-93f8-7bed6338ced2_20250512T18:50_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Hi, yes, I'm so sorry. Um, I'm calling for benefits and eligibility. Your name is? Sorry?
[AGENT][NEUTRAL] [PII], last initial [PII] and your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Yes, it's gonna be 60801.
[AGENT][NEUTRAL] Uh, no, ma'am. That sounds like a, a payer ID number. Do you have the copy of the card in front of you?
[CUSTOMER][NEUTRAL] Um, let me see, I can check because the patient is a new patient. Let me do.
[CUSTOMER][NEUTRAL] Give me one brief moment, OK?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Let me see if she scanned it maybe in her system.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, at this moment I do not.
[AGENT][NEUTRAL] OK. Uh, what's the patient's name?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII]
[AGENT][NEUTRAL] OK. And the date of birth?
[CUSTOMER][NEUTRAL] It's gonna um her date of birth is gonna be one.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yes, of course, [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK. Uh, when you're ready, I can give you that policy number.
[CUSTOMER][NEUTRAL] OK, give me one brief moment. I'm gonna write it down right now.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, can you provide it for me?
[AGENT][NEUTRAL] 2606954.
[CUSTOMER][NEUTRAL] So it's 2606954?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, ma'am. Uh policy became effective [PII] and it's active.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what benefits are you needing for the patient?
[CUSTOMER][NEUTRAL] For a specialist office visit and outpatient surgery.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Well, under the patient's policy, it doesn't cover office visits, it does have benefits for outpatient.
[AGENT][NEUTRAL] Um, not a guarantee of payment, just a verification of coverage. With this policy, we are secondary. We help with primary insurance deductible, co-pay, and or co-insurance, and she has an uh outpatient benefit max of the $8700 per calendar year.
[CUSTOMER][NEUTRAL] And how much has been accumulated?
[AGENT][NEUTRAL] One moment, see.
[AGENT][NEUTRAL] Uh, she hasn't used anything, so it is available.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] All righty, perfect. Nothing has been accumulated and your reference number, please?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[AGENT][NEUTRAL] And is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that would be all thank you so very much you have a great rest of your day OK?
[AGENT][POSITIVE] Uh, yes, ma'am. You too. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Mm bye.
[AGENT][NEUTRAL] Bye.