AccountId: 011433970860
ContactId: 7f4c60a6-6ff2-4354-9964-03f962756e7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122319 ms
Total Talk Time (AGENT): 73180 ms
Total Talk Time (CUSTOMER): 39769 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/7f4c60a6-6ff2-4354-9964-03f962756e7d_20250321T14:41_UTC.wav
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[AGENT][NEUTRAL] For contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? My name is [PII] and I was calling because I wanted to check um patients uh benefits.
[AGENT][NEUTRAL] I can help with benefits. What is that policy number, please?
[CUSTOMER][NEUTRAL] Uh, yes, the member, um, ID is 01659475ML8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] I do appreciate that. Is there a callback number that I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes, uh [PII].
[AGENT][POSITIVE] OK, and I'm sorry, my phone is cutting in and out. Do you mind giving me the date of birth again? I really appreciate it.
[CUSTOMER][NEUTRAL] Of the patient [PII].
[AGENT][NEUTRAL] Thank you. Now, this is secondary or gap insurance that they received through their employer. It's a group insurance. So when they renew the group, they get a new policy number. So the most current policy number that went into effect on [PII] is 02.
[AGENT][NEUTRAL] 50
[AGENT][NEUTRAL] 2543. The secondary policy is active. It has both in and out of hospital benefits, treatment within the physician's office, um.
[AGENT][NEUTRAL] Cancer treatment. Is there anything in particular that we need to look at?
[CUSTOMER][NEUTRAL] Yeah, this, this is gonna be for outpatient radiology non hospitals like a free standing independent diagnostic facilities do you guys cover that?
[AGENT][NEUTRAL] First, yes, that we will pick that the deductible co-payment or co-insurance up to $2500 per calendar year. That's just a verification of the benefits, not a guarantee of payment, and none of those benefits have been used for the current year, so they're all going to be available. You'll just file through their major medical first and then through us.
[CUSTOMER][POSITIVE] Thank you and your name again?
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII]. We're gonna use that today's date as our reference.
[CUSTOMER][POSITIVE] Thank you thank you bye bye.
[AGENT][POSITIVE] OK, well thanks for contacting if you have a good day.