AccountId: 011433970860
ContactId: 5a7db359-01f2-4f8c-a225-3da1e1084152
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128809 ms
Total Talk Time (AGENT): 62002 ms
Total Talk Time (CUSTOMER): 39280 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/5a7db359-01f2-4f8c-a225-3da1e1084152_20250307T14:03_UTC.wav
--------------------------------------------
[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 to get benefits and eligibility on a patient, please.
[AGENT][NEUTRAL] I'm sure [PII] I can assist you with benefits. Um, first, could I get a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] 02464243
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]'s date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was, let's see.
[AGENT][NEUTRAL] was [PII] [PII], and the policy is still active, and she actually has a new policy number.
[CUSTOMER][NEUTRAL] Oh, OK, give me one second, let's grab that from you.
[CUSTOMER][NEUTRAL] 3G OK, go ahead please.
[AGENT][NEUTRAL] The the new policy number is 02598257.
[CUSTOMER][POSITIVE] Thank you so much for that. I'm gonna go ahead and make sure I have that up to date. Thank you.
[AGENT][NEUTRAL] Mhm. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient please EV.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to $1000 per day and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] OK perfect that was all I needed to do thank you so much for your help then and have a wonderful day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Goodbye.