AccountId: 011433970860
ContactId: 732ffc16-c03a-42b7-a1cf-26f65879ae71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208210 ms
Total Talk Time (AGENT): 55696 ms
Total Talk Time (CUSTOMER): 92343 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/732ffc16-c03a-42b7-a1cf-26f65879ae71_20250609T19:36_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] uh. I'm calling from Canadian Valley Hospital.
[CUSTOMER][NEUTRAL] I just wanted to check the patient eligibility and benefits.
[AGENT][NEUTRAL] OK. Happy to check eligibility and benefits. What is the policy number?
[CUSTOMER][POSITIVE] Thank you. It's
[CUSTOMER][NEUTRAL] Um, pardon?
[CUSTOMER][NEUTRAL] Can you give me 1 2nd?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I'm, I'm so sorry. Uh, here's the policy number. It's gonna be 02.
[CUSTOMER][NEUTRAL] 112911.
[AGENT][NEUTRAL] What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII]
[CUSTOMER][NEUTRAL] Do you need the date of birth?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Date of birth is on [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. Effective date is [PII]. We are the members secondary insurance, so this does cover deductible, co-pay, co-insurance. The primary does not. That is verification of benefits, not a guarantee of payment.
[CUSTOMER][NEUTRAL] Um, miss, I just, um, I just wanna know if you can help me with this. I do have a CPC code. Uh, there is an upcoming service on [PII]. Can you, uh, tell me if is it individual plan or family plan?
[AGENT][NEUTRAL] Um, so this is.
[AGENT][NEUTRAL] Individual, it looks like and spouse, so there's a dependent listed on here as well.
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] Mhm, but it says it's individual. Can you provide to me, uh, uh, can I provide to you the CVC code and can you check if this will be covered?
[CUSTOMER][NEUTRAL] I just, uh, wanted to get the deductible and if there's out of profit and insurance.
[AGENT][NEUTRAL] OK, so we don't check CPT codes because we are the secondary.
[AGENT][NEUTRAL] So there is no deductible, co-pay or co-insurance because we are the secondary insurance.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No deductible copay and coinsurance.
[CUSTOMER][NEUTRAL] So you said that your first name is [PII], right? Is it with [PII] or without [PII]?
[AGENT][NEUTRAL] There's an [PII] at the end.
[CUSTOMER][NEUTRAL] OK, is there a reference?
[CUSTOMER][NEUTRAL] Is there a reference number that you can provide to me for this call?
[AGENT][NEUTRAL] Call reference is my name with today's date.
[CUSTOMER][POSITIVE] Alright, thank you so much that's all I wanna know have a great year.
[AGENT][NEUTRAL] You too bye bye.