AccountId: 011433970860
ContactId: 643ddacb-818e-434b-bf98-88658c21ce9f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193179 ms
Total Talk Time (AGENT): 77000 ms
Total Talk Time (CUSTOMER): 78225 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/643ddacb-818e-434b-bf98-88658c21ce9f_20250203T21:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I am just calling to check on eligibility for a secondary insurance.
[AGENT][NEUTRAL] Yes ma'am, I can help you with eligibility [PII]. What is your callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] It is [PII]
[AGENT][NEUTRAL] Thank you. And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, and his policy number, please?
[CUSTOMER][NEUTRAL] Um, so they give me.
[CUSTOMER][NEUTRAL] Um, let's try. I think it would be this 1. 1369764 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] OK. Let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. His effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify his coverage. It's not a of payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He has a supplemental insurance policy. Uh, you're correct on that. That's a gap insurance. It helps with deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] He has an inpatient benefit amount of $5000 per calendar year and he also has an outpatient benefit per calendar day of $1000.
[CUSTOMER][NEUTRAL] Of 1000. OK. So basically, so if he's coming in for an outpatient procedure today and his bill is 1,825, you guys will cover 1000 and he owes 825, is that correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. That is all I need if I could just get a reference number from you.
[AGENT][NEUTRAL] Yes ma'am, you can use my name. It's [PII] and today's date and Miss [PII] or [PII], I'm sorry, what is um the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It is Central Utah Surgical Center.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] Yeah. Yeah, of course, no problem. Thank you. You have a great day.
[AGENT][POSITIVE] You too you have a blessed one thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.