AccountId: 011433970860
ContactId: 62d4ac10-4eb9-4a84-8f70-45d4880d2ed0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186300 ms
Total Talk Time (AGENT): 78724 ms
Total Talk Time (CUSTOMER): 86173 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/62d4ac10-4eb9-4a84-8f70-45d4880d2ed0_20250110T13:28_UTC.wav
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[AGENT][NEUTRAL] Packing ATR, my name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, how are you? Good morning.
[AGENT][POSITIVE] Good morning. How can I help you?
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] Um, I'm trying to get the benefits and and eligibility for a patient.
[AGENT][NEUTRAL] I can help with benefits and eligibility, with whom am I speaking?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] I can help with eligibility and benefits, but um I didn't catch your name.
[CUSTOMER][NEUTRAL] OK. My name is [PII]. I'm calling from Miami Center for Dermatology and the name of the patient is [PII], let me see. [PII].
[AGENT][NEUTRAL] OK, thank you. And the, the policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 0184586
[CUSTOMER][NEUTRAL] 3 ML 8.
[AGENT][NEUTRAL] Thank you. And uh [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] I appreciate that. I just need a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] What do you need?
[AGENT][NEUTRAL] I just need a callback number, yes please.
[CUSTOMER][NEUTRAL] My number? Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. The policy went into effect on [PII]. It is active. Now, this is a secondary or gap insurance that's meant to pick up the deductible, co-payment or co-insurance for in and out of hospital settings only.
[AGENT][NEUTRAL] Is there anything in particular that I can tell you about the benefits? Would you like to know about the inpatient?
[CUSTOMER][NEUTRAL] Yeah, because she has
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, because she has a primary, um, of course a primary signal, so I just wanna make sure what the secondary covers.
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] So, the secondary, no.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] The, the secondary insurance, it, it does, it does pay for um outpatient hospital and inpatient hospital, as well as cancer treatment.
[CUSTOMER][NEGATIVE] No co-pay, no.
[AGENT][NEUTRAL] Um, no, it doesn't.
[CUSTOMER][NEUTRAL] OK, we're a specialist.
[AGENT][NEUTRAL] So it doesn't cover anything within a specialist's office.
[AGENT][NEUTRAL] It, it only covers hospital.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So this is only um.
[CUSTOMER][NEUTRAL] Only covers hospital.
[AGENT][NEUTRAL] That's correct, yes. It's only gonna cover um inpatient hospital or outpatient hospital settings.
[CUSTOMER][NEGATIVE] OK, nothing, nothing abs absolutely nothing for a specialist.
[AGENT][NEUTRAL] Uh, nothing for a physician's office. No, uh, it must be a hospital.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, OK, got it, thank you. No, she's telling me that the secondary insurance doesn't cover anything for the special.
[CUSTOMER][POSITIVE] Thank you so much. Have a great day.
[AGENT][NEUTRAL] OK, is there's nothing else I can help with, thanks for contacting APO.