AccountId: 011433970860
ContactId: 5d3defff-dae6-483b-b2aa-6b6a59d77803
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120540 ms
Total Talk Time (AGENT): 65486 ms
Total Talk Time (CUSTOMER): 42547 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/5d3defff-dae6-483b-b2aa-6b6a59d77803_20250116T14:30_UTC.wav
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[AGENT][NEUTRAL] Impacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. Uh, my name is [PII] Last initial is [PII] I just wanna verify eligibility for a patient.
[AGENT][NEUTRAL] I can help with eligibility. What's the policy number, please?
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][NEUTRAL] The policy is 256-453-7.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth please?
[CUSTOMER][NEUTRAL] For [PII] [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. Her policy went into effect on [PII]. It is active. Is there anything else I can tell you about the policy such as the benefits or or just in a claim?
[CUSTOMER][NEUTRAL] Yeah. A patient's coming for a PET scan. I do show that Blue Cross Blue Shield is primary.
[AGENT][NEUTRAL] Yes, so what you would do is you would file, yes, you would file through them first.
[CUSTOMER][NEUTRAL] Is there any
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] And uh what you would do is, uh, once you do that, um, we will pick up the deductible co-payment or co-insurance for outpatient services up to $750 per calendar day. Now that's just a verification of the benefits, not a guarantee of payment, um, but that is what we will do, uh, with that type of service.
[CUSTOMER][NEUTRAL] OK, so it is a gap policy then?
[AGENT][POSITIVE] Yes, this is a secondary or gap policy. That's correct.
[CUSTOMER][NEUTRAL] OK, is there any authorization required?
[AGENT][NEUTRAL] No, as long as there's a deductible, co-payment or co-insurance with the major medical, that's really all that we're looking for.
[CUSTOMER][NEUTRAL] OK, perfect. Thank you. And uh is there a reference number at all for the call?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date as a reference. Is there anything else at all that I can help with?
[CUSTOMER][POSITIVE] No, ma'am. That was all. Thank you so much. Have a great day.
[AGENT][POSITIVE] OK, thanks for contacting AP have a good day.