AccountId: 011433970860
ContactId: 750200ae-ba36-44a9-8e82-b4aa5eb3f1ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215649 ms
Total Talk Time (AGENT): 83977 ms
Total Talk Time (CUSTOMER): 83520 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/750200ae-ba36-44a9-8e82-b4aa5eb3f1ab_20250403T15:39_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I'm calling to verify benefits for a patient. I'm calling from a doctor's office.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a callback number and in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Uh yes, I believe the policy number is 60801. It says that's the payer ID. No, that would be it.
[AGENT][NEUTRAL] That's the payer ID.
[CUSTOMER][NEUTRAL] Um, I don't really see a ID number. I see a group number.
[AGENT][NEUTRAL] Does it say inpatient, outpatient certificate number?
[CUSTOMER][NEUTRAL] Oh, it says in hospital benefits certificate number?
[AGENT][NEUTRAL] Yes, ma'am. That would be it.
[CUSTOMER][NEUTRAL] Or outpatient visit, OK, OK, so I need that out, OK, 025.
[AGENT][NEUTRAL] Either one.
[CUSTOMER][NEUTRAL] 111.
[CUSTOMER][NEUTRAL] 31 M like Mary L like Larry 8.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It is [PII]'s [PII] is her date of birth.
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. Is it for outpatient, inpatient or doctor's office?
[CUSTOMER][NEUTRAL] It'll be for it's it's gonna be in the doctor's office, but I know most of these don't cover and they only cover the outpatient procedures so it'll be for the procedures I guess or if she is covered for office visits, I don't know.
[AGENT][NEUTRAL] OK, the effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] Now, it does cover services done in a doctor's office, but it does not cover the actual office visit itself.
[AGENT][NEUTRAL] And this policy coordinates with the primary insurance, so whatever the primary applies to their deductible co-pay or co-insurance only.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We'll pay up to 750 per calendar day for services done in the doctor's office.
[CUSTOMER][NEUTRAL] How much is it? 760?
[AGENT][NEUTRAL] 750.
[CUSTOMER][NEUTRAL] 0 750.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And your phone number, was that [PII] or [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] she
[CUSTOMER][NEUTRAL] OK. And I'm sorry, you said your name is [PII]?
[AGENT][NEUTRAL] Uh-huh. [PII]
[CUSTOMER][NEUTRAL] OK, um, can I, do you guys, you got the reference numbers?
[AGENT][NEUTRAL] We do not. Excuse me.
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you very much for your help.
[AGENT][POSITIVE] Thank you, [PII] for calling APA. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.