AccountId: 011433970860
ContactId: 6cb55b4b-7575-4cc4-8672-afb5479ccd4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270540 ms
Total Talk Time (AGENT): 82168 ms
Total Talk Time (CUSTOMER): 117646 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/6cb55b4b-7575-4cc4-8672-afb5479ccd4b_20250430T15:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII], and first my last name is [PII]. Um, I'm calling to verify benefits information about a, for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's going to be.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Um, yeah, I have the I have the pay ID.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's gonna be 60801.
[AGENT][NEUTRAL] Um, yeah, that's our payer ID so I can't look up patients by our payer ID. Do you have their policy certificate number or social or last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have the last name. It's going to be [PII]. I mean [PII] Date of birth is going to be [PII].
[AGENT][NEUTRAL] OK, and is the last name [PII]?
[CUSTOMER][NEUTRAL] They
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But her first name is [PII].
[AGENT][NEUTRAL] Oh, OK, so hyphenated last name, is that right?
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] I'm from, this is how it's popping on my system. [PII], then [PII], or you can put [PII].
[AGENT][NEUTRAL] OK, let me look it up.
[AGENT][NEUTRAL] OK, and will you repeat that date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, let me give you the policy number.
[AGENT][NEUTRAL] Um, it's 250-255-8.
[CUSTOMER][NEUTRAL] Yes, OK, that's what I have on my system because I was just verifying with the patient and she said they don't do member ID they do payer ID in groups, so I guess she was confused.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But yes, I also have that on my system but um.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and you're needing benefits, is that right?
[CUSTOMER][NEUTRAL] Do you anything, do you need?
[CUSTOMER][NEUTRAL] Um, yes, I just want and also want to know, yes, benefits, the amount that's still available and also do you guys pick up after the primary.
[AGENT][NEUTRAL] Um, yes, so her policy is effective [PII], it's currently active. This is a secondary policy, so after primary insurance processes the claim, we'll pick up potentially deductible co-pay and co-insurance. Um, and let me see what the, and this is outpatient services, is that right?
[CUSTOMER][NEUTRAL] Correct. It's being done in an outpatient hospital facility.
[AGENT][NEUTRAL] OK. Um, not a guarantee of payment based outline of the policy. Well her benefit is $2500 per calendar year. Let me see if she's used anything.
[AGENT][NEUTRAL] Hey
[AGENT][NEUTRAL] Uh, don't show she's used anything this year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, and then I feel like that's all I needed just to make sure that the system's reporting accurately, the PO box is gonna be PO is it PO box 248 or 95 or 950.
[AGENT][NEUTRAL] Uh, it's
[CUSTOMER][NEUTRAL] The claim address.
[AGENT][NEUTRAL] PO Box 248,950.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I think that was everything. May I get a reference number?
[AGENT][NEUTRAL] It's my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect, thank you again [PII], for everything.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] No problem thank you.