AccountId: 011433970860
ContactId: 5f7884f7-8914-4282-b023-a43078022a51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232779 ms
Total Talk Time (AGENT): 117523 ms
Total Talk Time (CUSTOMER): 52911 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/5f7884f7-8914-4282-b023-a43078022a51_20250507T19:52_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Pro service. May I know the member eligibility and benefits?
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits, [PII]. What is your callback number, sir, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then may I please have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Uh, Genesis Care of Florida.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Borrowed urology.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] All right. And then, um, what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Policy number is 02.
[CUSTOMER][NEUTRAL] 29
[CUSTOMER][NEUTRAL] 58
[CUSTOMER][NEUTRAL] 11 ML 7.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] His first name is uh um [PII]. Last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date of the policy is [PII], and this is just to verify benefits. It's not a guarantee of payment. She has a supplemental insurance policy that is billed secondary to the primary. It helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] She has an inpatient benefit amount per calendar year of $8200 and then she also has an outpatient benefit amount per calendar year of $3500.
[CUSTOMER][NEUTRAL] OK. OK. May I know the supplementary plan, which plan is?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mid link.
[CUSTOMER][NEUTRAL] Is the primary co-pay and deductible will be covered?
[AGENT][NEUTRAL] Right, so the primary would be the major medical insurance and like I said, this is just to verify benefits, it's not a guarantee of payment. This is the secondary insurance and it does help with deductible, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, will be covered.
[AGENT][NEUTRAL] She has an inpatient benefit amount of $8200 per calendar year and an outpatient calendar year benefit amount of $3500 to go towards deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK. May I know the call reference number, please?
[AGENT][NEUTRAL] Yes, sir, you can use my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, sir. Thank you for the information.
[AGENT][POSITIVE] You're very welcome, [PII]. I hope you have a wonderful day and thank you for calling APL. Is that everything I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, nothing. Thank you.
[AGENT][POSITIVE] All right. Bye-bye, sir. You're welcome. Have a good.