AccountId: 011433970860
ContactId: 5c29bd7c-fa46-4e56-ad4d-be315275f447
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167500 ms
Total Talk Time (AGENT): 57917 ms
Total Talk Time (CUSTOMER): 73021 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/5c29bd7c-fa46-4e56-ad4d-be315275f447_20250320T16:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh hey, hi sir, it's [PII] here from providers of facility. I just called you to verify the benefits for a member. So will you assist me for that today?
[AGENT][POSITIVE] Yeah, I'm happy to uh check benefits. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Sure, just a second, please.
[CUSTOMER][NEUTRAL] So it is 23, sorry, it's uh 02326720.
[AGENT][NEUTRAL] And do you have a good call back number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure, the patient's name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. The effective date is [PII] for the member's secondary insurance, so this is gonna cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK, so there are no all the benefits are covered, right?
[AGENT][NEUTRAL] It does have an outpatient inpatient limit. Are you looking for both of those as well?
[CUSTOMER][NEUTRAL] No, I'm just looking what the benefits like uh for the office setting.
[AGENT][NEUTRAL] For an office visit?
[CUSTOMER][NEUTRAL] Yeah, uh, I'm just looking for the benefits. As I can see, it's in secondary plan. I'm just looking for the benefit. That's gonna be for MRI service and office setting. That's it.
[AGENT][NEUTRAL] OK. So this will cover deductible, co-pay, co-insurance. The primary does not. The outpatient benefit max for the calendar year is 6600.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] For the outpatient, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, no worries for that. And so as it it's a secondary plan, so I think no other required, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Thank you for that. Uh, let me just check here. Please give me a couple of seconds. OK. And what about the plan type, supplementary plan?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Just a second, please.
[CUSTOMER][NEUTRAL] OK, sir. Uh may I know your last name initial?
[AGENT][NEUTRAL] Last name initial is [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, so shall I use your name and today the caller and so.
[AGENT][POSITIVE] That is correct, [PII], yes.
[CUSTOMER][POSITIVE] OK. Thank you so much, sir, for your assistance today. Bye-bye.
[AGENT][POSITIVE] You're welcome. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] You too.