AccountId: 011433970860
ContactId: 769ecef4-fc33-4095-92c5-18609248eade
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130210 ms
Total Talk Time (AGENT): 48262 ms
Total Talk Time (CUSTOMER): 61831 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/769ecef4-fc33-4095-92c5-18609248eade_20250522T15:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII], and I'm calling with McBride Hospital. I have a patient that is coming in for surgery on the [PII], and I just wanted to verify, is this like a secondary insurance to their Blue Cross Blue Shield? Do you guys pay like secondary?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] So it looks like that number is 01792144.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. Uh, yes, the policy they have with our company is a secondary supplemental plan. It's used to help with primary insurance deductible, co-pay or co-insurance for services in an outpatient facility or inpatient in the hospital.
[CUSTOMER][NEUTRAL] OK, so they have Blue Cross Blue Shield Primary, so you guys just, and they have a very high deductible and a high co-insurance amount so you guys just pay what Blue Cross does not pay basically.
[AGENT][NEUTRAL] Up to their max benefit either for inpatient or outpatient. Mhm.
[CUSTOMER][POSITIVE] OK, all right, well thank you so much and what was your name?
[AGENT][NEUTRAL] Uh, my name is [PII], last initial [PII]
[CUSTOMER][NEUTRAL] Do you have a reference number?
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date. And Ms. [PII], is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it thank you very much and have a good day.
[AGENT][POSITIVE] Alright you too thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye.