AccountId: 011433970860
ContactId: 6a8e2d71-a8f2-4453-abbb-0b365dc35aae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215330 ms
Total Talk Time (AGENT): 67082 ms
Total Talk Time (CUSTOMER): 62400 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/6a8e2d71-a8f2-4453-abbb-0b365dc35aae_20250528T14:32_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um, hi, good morning, [PII]. Um, I would just like to get benefit information for one of our patients.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] Uh my name is [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Can you spell it again for me?
[CUSTOMER][NEUTRAL] Uh sorry?
[AGENT][NEUTRAL] Can you spell your name again for me?
[CUSTOMER][NEUTRAL] Uh, it's like [PII].
[AGENT][NEUTRAL] [PII], OK. And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yep, it's [PII].
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Um, 02003103 Mama Lima 8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you, [PII], and you're just wanting benefits?
[CUSTOMER][NEUTRAL] Yes, I have a CPT code.
[AGENT][NEUTRAL] OK, I can help you with that. Is it for outpatient, inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Mm doctor's office, 76536.
[AGENT][NEUTRAL] 76536.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hold on one moment please.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Have you
[AGENT][NEUTRAL] OK, the effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phones, not a guarantee of payment?
[AGENT][NEUTRAL] This policy coordinates with the primary insurance.
[AGENT][NEUTRAL] Whatever their primary applies to their deductible, co-pay or co-insurance, we'll pay up to $7350 per calendar year.
[CUSTOMER][NEUTRAL] Is 76536 covered for that 7350?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Got it. I have a question.
[CUSTOMER][NEUTRAL] Um, are we gonna
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, does the patient need to submit the claim manually?
[CUSTOMER][NEUTRAL] To this plan.
[AGENT][NEUTRAL] You can file it for them if you would like. We do accept assignment.
[CUSTOMER][POSITIVE] Got it. All right, that's all, that's all for today. Thank you so much.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.