AccountId: 011433970860
ContactId: 5ffb2366-cedb-4931-90bf-57b1e66a5b7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266279 ms
Total Talk Time (AGENT): 129136 ms
Total Talk Time (CUSTOMER): 73508 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/5ffb2366-cedb-4931-90bf-57b1e66a5b7a_20250620T14:56_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. Uh, my name is [PII] calling to check the benefit of the patient.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me just get it. [PII].
[AGENT][NEUTRAL] Thank you. May I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Painter, Florida.
[AGENT][NEUTRAL] I'm sorry, I didn't get that. I got [PII]. What's the first name?
[CUSTOMER][NEUTRAL] Paincare.
[AGENT][POSITIVE] Thank you. Thank you.
[AGENT][NEUTRAL] OK, thank you. Alright, and may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 22208.
[AGENT][NEUTRAL] Is that all the numbers you have?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you have the copy of the card in front of you?
[CUSTOMER][NEUTRAL] Uh, I don't have, I only have her name along with date of birth, if that would help.
[AGENT][NEUTRAL] OK. Let me have the spelling of the last name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, and what is the spelling of the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. OK, let's see.
[AGENT][NEUTRAL] 13.
[AGENT][NEUTRAL] All right. May I have her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. OK, the number you provided to me, that's the group number, Miss [PII]. OK, that's not the policy number. Let me know when you're ready for the policy number.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] OK, the policy number is 02206305.
[CUSTOMER][NEUTRAL] We need to confirm, the policy number is 02206305.
[AGENT][POSITIVE] Yes, thank you.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You're welcome. OK. And you say you need benefits, what type of service is being rendered for benefits?
[CUSTOMER][NEUTRAL] Uh, this is for a follow-up visit. Um, specifically, I want to know the status of, um, her secondary insurance.
[AGENT][NEUTRAL] OK. All right. And this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[AGENT][NEUTRAL] And with this one, let's see, looks like we do not cover the office visit on this one. We do cover office procedures. The office procedures are subject to the outpatient maximum which is 3500 per covered person per calendar year.
[CUSTOMER][NEUTRAL] Um, can I know if this, um, policy do have deductible and out of pocket?
[AGENT][NEUTRAL] This one doesn't have any deductibles, co-payment, or coinsurance. This one is set up to help with the deductibles, co-payment, and co-insurance from the major medical. The only co-payment that we do not cover is the office visit.
[CUSTOMER][NEUTRAL] All right, thank you. Um, can I have a reference number along with your first name and last name initial?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, we don't have reference numbers. You can use my name in today's date if you will. Um, the spelling is S [PII]. Last initial [PII].
[CUSTOMER][POSITIVE] All right, thank you so much, [PII]. Happy weekend. Thank you.
[AGENT][POSITIVE] You you as well. Thank you for calling APR. Have a good day.