AccountId: 011433970860
ContactId: 784e799f-1d21-4d5e-97b3-13ff93e14ef5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139009 ms
Total Talk Time (AGENT): 58399 ms
Total Talk Time (CUSTOMER): 58895 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/784e799f-1d21-4d5e-97b3-13ff93e14ef5_20250602T14:33_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Duke Hospital calling to verify coverage and obtain benefits, please.
[AGENT][POSITIVE] I'd be happy to assist with benefits today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02156223
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Like to be honest.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII]. I'm not sure I picked the right option.
[AGENT][NEUTRAL] OK, please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] I do show the outpatient calendar year maximum is $1250.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] How does it pay? Does it pick up after the primary insurance?
[AGENT][NEUTRAL] Um, it looks as though, yeah, but, uh, uh, I do show that, yeah, she has maxed out that.
[AGENT][NEUTRAL] $1250 for the [PII] calendar year but yeah that's how it works we're the gap so um we would process the claim after the primary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, just to see if I have information right, is there a group number? I have 252-87.
[AGENT][NEUTRAL] Let me check one moment.
[AGENT][NEUTRAL] Yes, that's what I have.
[CUSTOMER][NEUTRAL] And the mailing address where claims are sent, I have [PII].
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, alrighty, can I get a reference number for our call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] Alrighty thank you so much have a great day.
[AGENT][POSITIVE] Thank you for calling APL. You have a great day as well.
[CUSTOMER][POSITIVE] Thank you. Bye bye.