AccountId: 011433970860
ContactId: 58acb8ec-1a4a-419f-a49f-bfb76808162b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270019 ms
Total Talk Time (AGENT): 109240 ms
Total Talk Time (CUSTOMER): 86498 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/58acb8ec-1a4a-419f-a49f-bfb76808162b_20250224T17:23_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is my name is [PII] and I'm calling from the provider office and I want to check up on a patient eligibility and benefits.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with eligibility and benefits. You said your name is [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you. And what is a good callback number?
[CUSTOMER][NEUTRAL] Uh, callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Uh, policy number is 020.
[CUSTOMER][NEUTRAL] 221-34
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima, 8.
[AGENT][NEUTRAL] And what is the patient's name?
[CUSTOMER][NEUTRAL] Uh, patient name is
[CUSTOMER][NEUTRAL] Road [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Alright, thank you, and I can help you with eligibility. [PII], the policy number you gave me is no longer active as of 4-1-2024. Now he does have active coverage under another policy number. Can I give you his active policy number?
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] As of [PII], his active policy number is 2476892.
[CUSTOMER][NEUTRAL] Yes, uh, this is the policy number for this patient.
[AGENT][NEUTRAL] Yes, ma'am. That is his active policy number.
[CUSTOMER][NEUTRAL] And what is the plant type?
[AGENT][NEUTRAL] It is a secondary gap policy.
[CUSTOMER][NEUTRAL] And uh what does it cover? It um it cover, uh, is it, uh,
[CUSTOMER][NEUTRAL] Uh, any copayment or deductible for this?
[AGENT][NEUTRAL] Now there's no co-pay or deductible on this policy. This policy does help cover the deductible and co-insurance of the major medical.
[CUSTOMER][NEUTRAL] Policy.
[CUSTOMER][NEUTRAL] And uh does it cover the uh primary policy, co-insurance and deductible?
[AGENT][NEUTRAL] Yes, so what type of service?
[CUSTOMER][NEUTRAL] Uh, it is an office visit.
[AGENT][NEUTRAL] Now, office visits are not covered under this plan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's for inpatient and outpatient hospital facility.
[CUSTOMER][NEUTRAL] Uh, uh, tele visit or?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Thank you. Uh, what is the call reference number for this one?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And uh 11.
[CUSTOMER][NEUTRAL] One thing, uh, as well, uh, could you please tell me when the policy was uh done?
[AGENT][NEUTRAL] The orig the policy number that you gave me prior?
[AGENT][NEUTRAL] So this one, that one turned on.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] But well there's no termination date for the active policy.
[CUSTOMER][NEUTRAL] Uh, prior one?
[AGENT][NEUTRAL] The prior policy.
[CUSTOMER][NEUTRAL] Which I gave you that.
[AGENT][NEUTRAL] Mhm. That one turned on 4124.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And what is the reference number?
[AGENT][NEUTRAL] Call reference number is my name and today's date, and I spell my name [PII].
[AGENT][POSITIVE] And it was a pleasure to assist you with that eligibility, [PII], anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, this is all. Thank you so much. Have a good day. Bye-bye.
[AGENT][POSITIVE] Thank you for
[AGENT][POSITIVE] Hope you have a wonderful day as well. [PII], thank you for calling APL. Bye-bye.