AccountId: 011433970860
ContactId: 67eb7c35-7099-4e32-bb60-5fdeb169892c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212740 ms
Total Talk Time (AGENT): 79897 ms
Total Talk Time (CUSTOMER): 110877 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/67eb7c35-7099-4e32-bb60-5fdeb169892c_20250106T16:17_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Doctor [PII]'s office. How are you today?
[AGENT][POSITIVE] I'm good, [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm well thank you um I'm calling about.
[AGENT][POSITIVE] Good. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, let me just, I'm sorry, um, what was your name again? I'm so sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, [PII], um, I'm trying to find, am I saying it wrong?
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] No, uh, you're right. [PII]. Uh-huh.
[CUSTOMER][NEUTRAL] Right, I see.
[CUSTOMER][NEUTRAL] Oh, with an [PII] OK, thank you. And the initial to your last name, [PII]?
[AGENT][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK, um, anyway, I'm calling in reference to patient, um, hang on a minute.
[CUSTOMER][NEUTRAL] So sorry, I'm just trying to write this down.
[CUSTOMER][NEUTRAL] OK. Uh, yes, [PII], date of birth [PII].
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] Is, um.
[CUSTOMER][NEUTRAL] 02483111.
[AGENT][NEUTRAL] OK, thank you. And [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] Um, [PII], no, it's not. [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Just one moment while I get the member's information pulled up.
[AGENT][NEUTRAL] And any information that I do provide for you today, [PII] will be a verification of benefits and not a guarantee of payment.
[AGENT][NEUTRAL] And it's gonna take just a moment to load the information.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And again, what was your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Last name is [PII] First name is [PII] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you. And how can I help you today?
[CUSTOMER][NEUTRAL] Um, I'm just trying to get some benefits for him. Can you tell me what the effective date of this policy is, please?
[AGENT][NEUTRAL] Yes, the effective date is for [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what type of
[CUSTOMER][NEUTRAL] And can you tell me, is there any, is there any deductible or out of pocket on this that applies to this plan?
[AGENT][NEUTRAL] No, this is a supplemental policy. We are not a major medical carrier. We are a supplement to his primary insurance.
[CUSTOMER][NEUTRAL] Right. OK.
[CUSTOMER][NEUTRAL] Correct. OK. So the patient is having a procedure.
[CUSTOMER][NEUTRAL] Um, and Cigna is not paying anything toward the procedure, so I was wondering if the if the supplement picks up any of that cost.
[AGENT][NEUTRAL] If the primary insurance does not cover any a service, then this policy would not have benefits either.
[CUSTOMER][NEUTRAL] That's what I figured, OK, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, do you have a reference number for this call, [PII]?
[AGENT][POSITIVE] Sure, you would actually use my name along with today's date.
[CUSTOMER][POSITIVE] OK, [PII], thank you so much. I appreciate your help.
[AGENT][POSITIVE] OK. Well, [PII], you're certainly very welcome. So if that's all that I can help you with. Thank you again for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] Yes, that's it.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye bye bye.