AccountId: 011433970860
ContactId: 62b2bbd6-896c-4ec8-afcd-92440f3cf08c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160580 ms
Total Talk Time (AGENT): 83161 ms
Total Talk Time (CUSTOMER): 35697 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/62b2bbd6-896c-4ec8-afcd-92440f3cf08c_20250211T20:03_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mhm. Hi, uh, this is [PII]. I'd like to verify benefits for a procedure.
[AGENT][POSITIVE] Alright, [PII], I'm happy to check on benefits for you today. Do we have a policy number?
[CUSTOMER][NEUTRAL] Yes, it's 1200214ML5.
[AGENT][NEUTRAL] OK, let me pull this up here.
[AGENT][NEUTRAL] And can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm name is [PII] [PII].
[AGENT][POSITIVE] All right. Thank you so much, [PII]. One moment.
[AGENT][NEUTRAL] Right, so it looks like the member does have an active plan with us. It is a different policy number. Would you like to take that down?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh, the active policy is 01.
[AGENT][NEUTRAL] 372646
[AGENT][NEUTRAL] And the effective date on this is [PII].
[CUSTOMER][NEUTRAL] OK, was that other ID like a old ID?
[AGENT][NEUTRAL] Yeah, it was only valid from [PII], it looks like, so it's just uh a lapsed one.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] So this is their secondary insurance, [PII], it's gonna cover any deductible, co-pay, co-insurance. The primary doesn't. Um, it looks like the patient's outpatient benefit max for the calendar year is $5000.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 5000 and are you able to see they've used any of it so far?
[AGENT][NEUTRAL] Yeah, let me double check for you here one second.
[AGENT][NEUTRAL] Uh, looks like they have the full amount still to use.
[CUSTOMER][NEUTRAL] Alright, perfect. OK, just your name and reference for the call then?
[AGENT][NEUTRAL] Yeah, no worries. Call reference is my name with my last initial, then today's date. My name again is [PII], that's [PII] My last initial is [PII], and then today's date.
[CUSTOMER][POSITIVE] Today's date alright perfect thank you so much then that's all for today.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right. You're welcome. Have a good one.
[CUSTOMER][POSITIVE] You too take care.
[AGENT][NEUTRAL] Bye bye