AccountId: 011433970860
ContactId: 5a1bd950-63ca-4b5c-bb15-27990db7dd36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162770 ms
Total Talk Time (AGENT): 90608 ms
Total Talk Time (CUSTOMER): 69604 ms
Interruptions: 1
Overall Sentiment: AGENT=2.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/5a1bd950-63ca-4b5c-bb15-27990db7dd36_20250318T13:56_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII], and I'm calling from Dayton Pediatrics, and I was calling to verify benefits on a patient, please.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with benefits. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Yes ma'am, it is D as in David 437312007.
[AGENT][NEUTRAL] That is not our APL policy number. Do you happen to have a policy slash cert number on the card?
[CUSTOMER][NEUTRAL] Yes, let me get that for you, um, 02513094.
[AGENT][NEUTRAL] All right, thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you. I can help you with the eligibility and benefits for [PII], and this is her medical policy number.
[CUSTOMER][NEUTRAL] um
[AGENT][NEUTRAL] With APL.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm showing now the policy number that starts with a D that is for her wellness and preventive through a company called 90 Degree Benefits or IMA.
[CUSTOMER][NEUTRAL] OK, so we need to use the 2nd number I gave you then when we bill claims is that because she's coming in for an arm paint. OK, perfect.
[AGENT][POSITIVE] That's correct. Yes, that is correct.
[AGENT][NEUTRAL] So it would be medical, and the policy is active as of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you needing benefits for an office visit?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, she does have office visit coverage up to $7575 is what we pay toward her visit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that is payable 5 times per calendar year.
[AGENT][NEUTRAL] And that is a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And has, does she have visits remaining for this year or?
[AGENT][NEUTRAL] She does. She has not used any of our benefits for [PII].
[CUSTOMER][NEUTRAL] OK perfect so you guys will pay up to 75 and then she's responsible after that.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, can I have a reference number for this call?
[AGENT][POSITIVE] It's going to be my name in today's date, and I spell my name [PII], and it has been a pleasure to assist you with those benefits. um is there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] No ma'am, that's it thank you.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.