AccountId: 011433970860
ContactId: 5417e610-5346-433c-aed7-4fb5216d9a09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117610 ms
Total Talk Time (AGENT): 52291 ms
Total Talk Time (CUSTOMER): 35305 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/5417e610-5346-433c-aed7-4fb5216d9a09_20250522T12:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from a cardiologist's office. I need to see if a mutual patients secondary covers a co-pay.
[AGENT][POSITIVE] OK. Happy to take a look here. What is the patient's policy number one?
[CUSTOMER][NEUTRAL] It is 02465740 ML 8.
[AGENT][NEUTRAL] Alright thank you let me pull that up here.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] All right. And then if I can get patient's name and date of birth.
[CUSTOMER][NEUTRAL] Sure. It's [PII]. Date of birth, [PII].
[AGENT][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] So patient does have an active plan. It is a different policy number. Would you like to write that down?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. It's 02502666.
[CUSTOMER][NEUTRAL] So it's 02502666?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And effective date on this is [PII]. We are the member secondary insurance, so it does cover deductible copay, co-insurance that the primary does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She said it covers deductible, co-pay, and co-insurance, correct?
[AGENT][NEUTRAL] Mhm. Yes, ma'am, correct. And there are outpatient benefits for the calendar year is a max of 2500, it looks like.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK, perfect. Well, thank you so much, [PII]. I appreciate your help.
[AGENT][POSITIVE] You're welcome [PII] have a good day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You too. Take care.
[AGENT][NEUTRAL] OK.