AccountId: 011433970860
ContactId: 706d95d3-b078-4335-9b5c-6d30267ce3af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171929 ms
Total Talk Time (AGENT): 87886 ms
Total Talk Time (CUSTOMER): 45229 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/706d95d3-b078-4335-9b5c-6d30267ce3af_20250617T12:18_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm giving you a call from a specialist office. Um, I need, um, benefits for secondary insurance for a patient that's in our office, please.
[AGENT][POSITIVE] I'm sure [PII], I can assist you with benefits. And first, could I get a callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 024649
[CUSTOMER][NEUTRAL] I'm sorry, no, wait a minute. 024649 I'm sorry, 646.
[CUSTOMER][NEUTRAL] 98 ML 8
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and just let me advise you the verification of coverage does not guarantee payment of claims. Um, she does have a new policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Her new policy number is.
[AGENT][NEUTRAL] 01673603.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the effective date on this policy was [PII]. The policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Office visit
[AGENT][NEUTRAL] OK, for services provided in office.
[AGENT][NEUTRAL] We cover up to $7900 per calendar year and that's for the coinsurance and the deductible after the primary insurance processes the claim and for specialist office visits, um, we cover up to $50 for the co-pay, and she gets 4 office visits per calendar year.
[CUSTOMER][NEUTRAL] Does it
[CUSTOMER][NEUTRAL] OK, how many has she used?
[AGENT][NEUTRAL] So far she has used one.
[CUSTOMER][NEUTRAL] OK, so she has 3 remaining.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alrighty, just a reference number for this call and can you spell your name for me?
[AGENT][NEUTRAL] Um, yes, for the reference number, you can use my name and today's date. My name is [PII], um, it's spelled [PII] and my last initial is [PII]. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] That'll be all. Thank you so much and have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] You do the same.
[CUSTOMER][NEUTRAL] Bye.