AccountId: 011433970860
ContactId: 6bfc3b84-56e9-459c-840b-7c912b88fba6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156259 ms
Total Talk Time (AGENT): 74480 ms
Total Talk Time (CUSTOMER): 50740 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/6bfc3b84-56e9-459c-840b-7c912b88fba6_20250204T16:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, um, my name is [PII]. I'm calling from, uh, Erin Doctor [PII]'s office, and I'm trying to verify a plan if the plan is active for a patient.
[AGENT][NEUTRAL] OK, I can help you, Miss [PII]. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And then you're looking for eligibility on what patient, please?
[CUSTOMER][NEUTRAL] It's [PII]. Her birthday is [PII].
[AGENT][NEUTRAL] Thank you. And then what's [PII]'s policy number?
[CUSTOMER][NEUTRAL] Uh, the one I have here is 02264898.
[AGENT][NEUTRAL] OK, let me pull that policy in for us real quick.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Her effective date is [PII].
[CUSTOMER][NEUTRAL] OK, and um this is her secondary policy does it cover her primary uh insurance like the copay or?
[CUSTOMER][NEUTRAL] Deductible
[AGENT][NEUTRAL] Correct, correct, um, and this is just to verify her coverage, it's not a guarantee of payment it is secondary, you are right, it's a gap insurance that helps with deductible, co-pay or co-insurance. She has um an inpatient benefit amount of $6500 per calendar year and then she also has an outpatient benefit amount of $4000 per calendar year.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Has she met any of her outpatients?
[AGENT][NEUTRAL] Let me check for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, let's see, she's used.
[AGENT][NEUTRAL] $235.73.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, that is all I needed. um, is there just a reference number or anything for the call?
[AGENT][POSITIVE] Yes ma'am, you can use, yes you can use my name in today's date.
[CUSTOMER][NEUTRAL] Or just your name?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK alrighty thank you so much.
[AGENT][POSITIVE] You're welcome. You have a good day and thanks for calling APO bye bye.
[CUSTOMER][POSITIVE] Alright have a good day.
[CUSTOMER][POSITIVE] Thank you