AccountId: 011433970860
ContactId: 76e3cc19-dba1-41a3-a5d7-a8b927cdc282
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124330 ms
Total Talk Time (AGENT): 69991 ms
Total Talk Time (CUSTOMER): 38754 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/76e3cc19-dba1-41a3-a5d7-a8b927cdc282_20250402T19:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, uh, my name is [PII] calling from a provider's office, uh, for benefits and eligibility.
[AGENT][NEUTRAL] Sure, I can check eligibility and benefits for you. I'm sorry, did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I have 02503147.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the patient, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. So this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and we we needing to look at uh inpatient or outpatient benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it's ambulatory service. Does it fall on all patient?
[AGENT][NEUTRAL] OK, but it was outpatient then yeah, I do believe so give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and of course I will let you know verification of coverage is not a guarantee of payment for claims.
[AGENT][NEUTRAL] That outpatient benefit is $1500 per calendar year. If you'll give me one moment, I'll see if any of that has been used.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, none has been used so far this year.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] Great, so can I get your name again?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] OK, last name initial?
[AGENT][NEUTRAL] And was there anything else I could help you with [PII]?
[CUSTOMER][NEUTRAL] No, that would be all. Do you have a call reference?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Bye bye you too.
[AGENT][NEUTRAL] Bye bye.