AccountId: 011433970860
ContactId: 6c6a1622-d874-45f9-a942-0ddf6191cb8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137039 ms
Total Talk Time (AGENT): 76968 ms
Total Talk Time (CUSTOMER): 44219 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/6c6a1622-d874-45f9-a942-0ddf6191cb8b_20250508T18:58_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APR. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, yes, I need to get eligibility for a patient, please.
[AGENT][POSITIVE] Yes, I can help with eligibility with who am I.
[CUSTOMER][NEUTRAL] My name is [PII]. What is your name?
[AGENT][NEUTRAL] My name is [PII]. It's uh [PII] and uh [PII], it's the first initial and my last name is [PII]. What is that policy number, please?
[CUSTOMER][NEUTRAL] It is 02610253.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, I do appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Now, would you like to know about the benefits of the secondary policy or is it?
[AGENT][NEUTRAL] You just want to know
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, so this has both in and out of hospital benefits. Um, the outpatient, uh, maximum per calendar year is $5000. That's just a verification of the benefits, not a guarantee of payments. It covers outpatient services, uh, such as cancer treatments, uh, outpatient hospital, um.
[AGENT][NEUTRAL] The ambulance, that sort of thing, uh, the one thing it doesn't have is an office visit copay. Uh, so is there anything in particular that you would like to know about or you just wanted to know what the outpatient.
[CUSTOMER][NEUTRAL] Uh, no, we're an orthopedic office and they just presented it when they got here, so I just wanted to make sure it was a.
[CUSTOMER][NEUTRAL] Active plan and we'll just file secondary and see what happens I guess.
[AGENT][NEUTRAL] Yes, yes, it covers treatment. It just doesn't cover, uh, the offices it's, uh, propane.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, alright, so they are responsible for the co-pay of whatever their other insurances.
[AGENT][POSITIVE] That, that's correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, may I get a reference number please?
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date is that.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] Thanks for contacting AP have a.