AccountId: 011433970860
ContactId: 59b1761c-c8d8-4315-971d-f694d0406a32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157990 ms
Total Talk Time (AGENT): 64938 ms
Total Talk Time (CUSTOMER): 67098 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/59b1761c-c8d8-4315-971d-f694d0406a32_20250225T21:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm with oncology.
[CUSTOMER][NEUTRAL] And we want to check benefits on a patient that he's insured with you all.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, well, I can definitely check the eligibility for you. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, the account, uh, the telephone number here it's area code [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the policy number whenever you're ready.
[CUSTOMER][NEUTRAL] Yes ma'am, the policy number, let me give that to you. Policy number, it is 018687778.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it is um [PII].
[CUSTOMER][NEUTRAL] Date of birth of [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, does this, um, does this cover like the 20% or is there or this does not cover.
[CUSTOMER][NEUTRAL] Uh, the 20%.
[AGENT][NEUTRAL] 20%. So we pay towards the copay, deductible and co-insurance of coverage charges after primary.
[AGENT][NEUTRAL] Um, the max for the calendar year is $2550.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you want me to see if any has been used?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] So this is for copay deductible and.
[AGENT][NEUTRAL] Co-insurance.
[CUSTOMER][NEUTRAL] Crane insurance, thank you.
[AGENT][NEUTRAL] Of covered charges after primary and none of the benefits have been used for [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Mm, no, one that would be, that would be it. Do I have can I have a call reference number please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK thank you and I have a good day.
[AGENT][POSITIVE] You also, thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.