AccountId: 011433970860
ContactId: 799caefd-57f3-4dcd-91a1-0b853321d938
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146139 ms
Total Talk Time (AGENT): 72664 ms
Total Talk Time (CUSTOMER): 53779 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/799caefd-57f3-4dcd-91a1-0b853321d938_20250605T15:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I am calling on behalf of a mutual patient, um, and I just wanted to get their benefits. They gave us this insurance as a secondary.
[AGENT][POSITIVE] I'm sure [PII] I can assist you with benefits. And first, could I get a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. I do have an extension. It's [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] OK, so the policy number is 02475961.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] That is going to be [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. Um, would this be for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Um, so he's gonna be doing a procedure outpatient.
[AGENT][NEUTRAL] OK, for outpatient under this policy, we cover up to 1500 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and that 1500, is that first come, first served for the patient?
[AGENT][POSITIVE] Yes sir it is.
[CUSTOMER][NEUTRAL] Between the doctor facility. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's available. He hasn't used any of his benefits this year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Um, that's really all the information I needed. Is there a reference number for this call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] My last initial is [PII], and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That's it. Thank you so much for your help, EV.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.