AccountId: 011433970860
ContactId: 58559e4a-f610-4d92-b85b-145502992a5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131710 ms
Total Talk Time (AGENT): 59639 ms
Total Talk Time (CUSTOMER): 39610 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/58559e4a-f610-4d92-b85b-145502992a5e_20250411T14:17_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 facility and just need to let you know that the entire call will be monitored and recorded for quality and compliance purposes. Um, I'm just calling to verify that a policy is active, um, and see if you guys keep a COB on file or not.
[AGENT][POSITIVE] OK, absolutely. Happy to check [PII] for eligibility and benefits. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Um, that is 02566557.
[AGENT][NEUTRAL] All right, let me pull that up here one moment.
[AGENT][NEUTRAL] And do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you so much. So patient is active. The effective date on here is [PII]. We are the member's secondary insurance. So this is gonna cover deductible, co-pay, co-insurance. The primary does not.
[AGENT][NEUTRAL] And on the patient plan it looks like the outpatient benefit max is $9000 for the calendar year.
[AGENT][NEUTRAL] It doesn't look like they've used anything yet as of today.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and no coordination of benefits is required then?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, alrighty, and do you have a reference number?
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initial, then today's date. My name is [PII], that's [PII], last initial [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, thank you for your help, [PII] you have a great day.
[AGENT][NEUTRAL] You too, [PII] bye bye.