AccountId: 011433970860
ContactId: 6a51841a-ca72-4a95-9de7-4496d6fb2721
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172559 ms
Total Talk Time (AGENT): 64817 ms
Total Talk Time (CUSTOMER): 63250 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/6a51841a-ca72-4a95-9de7-4496d6fb2721_20250416T13:43_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from the provider office to check on the eligibility and benefits.
[AGENT][NEUTRAL] Hey, I can help you with benefits. [PII]. Do you have a good call back number?
[CUSTOMER][NEUTRAL] Yeah. The callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah, the policy ID is 02011238.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] And you needed benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes, I need the eligibility and benefits.
[AGENT][NEUTRAL] Her policy is effective [PII]. The policy is active, no terminate.
[CUSTOMER][NEUTRAL] 1 2nd.
[CUSTOMER][NEUTRAL] [PII]. OK. OK. OK. Can you tell me the claim mailing address?
[AGENT][NEUTRAL] His mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, can you tell me the payer ID?
[AGENT][NEUTRAL] Your ID is 60801.
[CUSTOMER][NEUTRAL] OK. Is it a primary or secondary insurance?
[AGENT][NEUTRAL] This is secondary.
[CUSTOMER][NEUTRAL] OK. It's a 2nd. 1 2nd.
[CUSTOMER][NEUTRAL] OK. What about copay, PCP?
[AGENT][NEUTRAL] Um, so this is not a guarantee of payment, the basic outline of the policy.
[AGENT][NEUTRAL] There's not a co-pay, it's just a benefit of 1500 per covered person per calendar year.
[AGENT][NEUTRAL] And that will pick up.
[CUSTOMER][NEUTRAL] OK. What about deductible? It was
[AGENT][NEUTRAL] There there's no deductible, so this.
[CUSTOMER][NEUTRAL] Yeah. What about
[AGENT][NEGATIVE] There's not a deductible.
[CUSTOMER][NEUTRAL] OK. What about out of pocket?
[AGENT][NEUTRAL] There's not an out of pocket.
[CUSTOMER][NEGATIVE] There's also no.
[AGENT][NEUTRAL] So after, after.
[CUSTOMER][NEUTRAL] OK. Can you tell me the reference number?
[AGENT][NEUTRAL] Reference number is my name, [PII]. First initial to last name [PII] and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. Have a nice day. Bye-bye.
[AGENT][NEUTRAL] Calling APL you as well.