AccountId: 011433970860
ContactId: 6d2e367e-d6eb-48fa-b658-116bb6f9e384
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210600 ms
Total Talk Time (AGENT): 90843 ms
Total Talk Time (CUSTOMER): 88762 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/6d2e367e-d6eb-48fa-b658-116bb6f9e384_20250210T15:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, good morning, [PII]. I am calling um just to verify the eligibility and benefits of this, um, patients limited plan.
[AGENT][POSITIVE] Alright, I'm happy to check on benefits. Do we have their policy number?
[CUSTOMER][NEUTRAL] Yes. It's for outpatients, so for the card. Um, I guess that is 01417753 M as in Mary, L like Lima, number 8.
[AGENT][POSITIVE] OK, thank you so much. Let me pull that up here.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And if you don't mind, can I grab your first name?
[CUSTOMER][NEUTRAL] Yes, it is [PII], that's [PII]
[AGENT][POSITIVE] Thank you so much. um, and then patient's name and date of birth?
[CUSTOMER][NEUTRAL] That's [PII], [PII].
[AGENT][NEUTRAL] Thank you. So the patient plan is active. The effective date is [PII]. We are the secondary insurance, so this will cover deductible, co-pay, co-insurance. The primary does not. Looks like the member plan, uh, the outpatient amount is per calendar day and that's $500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, let me see if I'm missing anything else.
[CUSTOMER][NEUTRAL] Um, the patient is not the subscriber, right?
[AGENT][NEUTRAL] Correct. They're dependent on the um yeah.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Are you able to tell me who it is who's the um subscriber of the plan, OK.
[AGENT][NEUTRAL] Yeah, the
[AGENT][NEUTRAL] Subscriber is [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I think the thing that I needed I believe we already have it um on file yeah um his address is um the [PII].
[AGENT][NEUTRAL] No, it's actually not. Yeah, let me get, no, that's OK. Let me give you the correct address. Yeah.
[CUSTOMER][NEUTRAL] Or I don't know what that is. No, OK, thank you.
[CUSTOMER][POSITIVE] Wonderful.
[AGENT][NEUTRAL] Um, so claims mailing address is gonna be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And then the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] All right. Well, that is everything that I needed. If you would, um, are you able to provide a reference number at all for the call then?
[AGENT][NEUTRAL] Yeah, absolutely. So call references my name with my last initial than today's date. My name is [PII], that's [PII] Last in initial to my name is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. OK. Wonderful. Thank you so much then for your help today. I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good one. Bye-bye.
[CUSTOMER][POSITIVE] Thanks you too bye.