AccountId: 011433970860
ContactId: 814bdd07-a505-410d-a8e3-695f6c601ac7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138000 ms
Total Talk Time (AGENT): 66238 ms
Total Talk Time (CUSTOMER): 49358 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/814bdd07-a505-410d-a8e3-695f6c601ac7_20250211T18:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] You gonna call us coverage.
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling to verify if a patient has coverage for a procedure today.
[AGENT][NEUTRAL] All right, [PII], I'm happy to check on benefits. What's the patient's policy number?
[CUSTOMER][NEUTRAL] The policy number, give me 1 2nd.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Gonna be 022.
[CUSTOMER][NEUTRAL] 55
[CUSTOMER][NEUTRAL] 842.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] M L E
[AGENT][POSITIVE] Thank you [PII], let me pull this up.
[AGENT][NEUTRAL] And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] First name is [PII]. Last name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] All right, thank you. So the patient's plan is active. The effective date is [PII]. We're the secondary insurance, so this is gonna cover deductible, co-pay, and co-insurance or primary does not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You said deductible, co-pay, and co-insurance is covered?
[AGENT][NEUTRAL] Uh-huh, yeah, it's deductible, co-pay, and co-insurance. The primary does not, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And have they used any of their benefits this year?
[AGENT][NEUTRAL] Uh, let's take a look.
[AGENT][NEUTRAL] Are we looking for outpatient?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so their outpatient max for the calendar year is $11,000.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEGATIVE] Looks like nothing has been used as to date.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Can I have a reference number for this call?
[AGENT][NEUTRAL] Yeah, absolutely. That's gonna be my name with my last initial than today's date. My name is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and you said today's date.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][NEUTRAL] Same to you bye.
[AGENT][NEUTRAL] Bye bye.