AccountId: 011433970860
ContactId: 5d67eaaa-c7a7-458c-88ef-613b3dbb0fad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187389 ms
Total Talk Time (AGENT): 77688 ms
Total Talk Time (CUSTOMER): 74864 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/5d67eaaa-c7a7-458c-88ef-613b3dbb0fad_20250122T19:06_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling and APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. My name is [PII] calling from Virginal Medical Center. How are you today?
[AGENT][POSITIVE] I'm doing well, Miss [PII]. How are you doing?
[CUSTOMER][NEUTRAL] OK, I would like to verify member still were the members still active on the supplement plan, please.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. Can you please give me your call back number just in case the call's dropped.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, it's area code [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name?
[CUSTOMER][NEUTRAL] Last name is [PII] First name is [PII].
[AGENT][NEUTRAL] OK, and then what's [PII]?
[AGENT][NEUTRAL] date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what's [PII]'s policy number?
[CUSTOMER][NEUTRAL] We have a policy number listed as.
[CUSTOMER][NEUTRAL] 025098
[CUSTOMER][NEUTRAL] No, I'm giving you the.
[CUSTOMER][POSITIVE] Oh this is it. I'm sorry. I am reading the right one. I apologize.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] I'm sorry, 02509825.
[AGENT][NEUTRAL] OK, let me pull in that policy real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and his effective date is [PII].
[CUSTOMER][NEUTRAL] OK, and this will be secondary supplemental policy?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and, uh, if there's any cost that you just follow the guidelines to the sec uh primary insurance.
[AGENT][NEUTRAL] OK, and this is just to verify his coverage. It's not a guarantee of payment. He has, he has a supplement insurance policy and you're correct it is billed secondary to the primary. It helps.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] With deductible, co-pay and co-insurance, so he has, if he goes inpatient, he has a benefit amount of $4000 and then if he's outpatient, he has a benefit amount of $3500 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this, OK, and I'm quite sure no no authorization would be required because it's a supplementary plan.
[AGENT][NEUTRAL] Right, because it's not the primary you're correct.
[CUSTOMER][NEUTRAL] OK, and do we have a reference number for our call?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII], in today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much for your time and you have a good day.
[AGENT][POSITIVE] You too, Miss [PII] you have a good week thanks for calling APL.
[CUSTOMER][POSITIVE] You, you're welcome. Bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye, ma'am.