AccountId: 011433970860
ContactId: 72d4c6a1-87fe-4fa9-8e59-a4250e9b343e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225679 ms
Total Talk Time (AGENT): 131566 ms
Total Talk Time (CUSTOMER): 85867 ms
Interruptions: 4
Overall Sentiment: AGENT=1.9, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/72d4c6a1-87fe-4fa9-8e59-a4250e9b343e_20241231T14:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], my name is [PII]. I'm calling from Boston Bone and Joint Institute. How are you today?
[AGENT][POSITIVE] I'm good, [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm good thank you so much. Happy [PII]. I'm calling to check.
[AGENT][POSITIVE] Good. Happy [PII].
[CUSTOMER][POSITIVE] Calling to check out uh be oh my God, eligibility and benefits on a mutual patient or
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Customer.
[AGENT][NEUTRAL] OK, you're needing eligibility and benefit information, is that correct, [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am.
[AGENT][POSITIVE] Yes, I can help you with those things. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] 01554696.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm. [PII], 1013 73.
[AGENT][NEUTRAL] OK, and any information provided will be a verification of benefits and not a guarantee of payment. So I do show that he had been the subscriber. Now this is an old policy number that you gave me. It's no longer active. This one term 61 of 19. He does have another policy that is active with a different number.
[CUSTOMER][NEUTRAL] OK, let me get that. What's the correct policy?
[AGENT][NEUTRAL] Mhm. The current.
[AGENT][NEUTRAL] 01719419.
[AGENT][NEUTRAL] And this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] 01719.
[AGENT][NEUTRAL] And what type of benefit information do you need on the supplemental policy, inpatient, outpatient or office?
[CUSTOMER][NEUTRAL] Office, please.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Specialty specialty for orthopedics.
[AGENT][NEUTRAL] OK, so on this policy, the supplemental policy does not cover office visits or treatment done in an office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, because he does have secondary, right, and no copay, no coverage, yep, perfect.
[AGENT][NEUTRAL] We would be the 2nd.
[AGENT][NEUTRAL] Yeah, this is, it is supplement but it doesn't cover office visits or office treatment. Mhm. Correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] Office visit, OK.
[CUSTOMER][NEUTRAL] No offices it's just for inpatient only.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, it does, he does have outpatient benefits, but this is for his outpatient would be.
[AGENT][NEUTRAL] Um, like, ER, urgent care, outpatient surgery, diagnostic testing, physical therapy, that type of thing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect awesome and then that is all I needed and is there a reference number for this call Miss [PII]?
[AGENT][NEUTRAL] Sure, you would use my name along with today's date.
[CUSTOMER][POSITIVE] [PII]. I can't believe it's already the [PII]. OK, perfect.
[AGENT][NEUTRAL] Mhm. Right, last day. Mhm.
[CUSTOMER][POSITIVE] Thank goodness that is all I needed you've been absolutely amazing and I hope you have yourself a wonderful day.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] Well, I hope you do too, and I hope you have a very happy and safe New Year, [PII].
[CUSTOMER][POSITIVE] You as well thank you so much.
[AGENT][POSITIVE] Yes, ma'am. You're very welcome and thank you also.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.