AccountId: 011433970860
ContactId: 81f029f7-bed7-47c9-81e5-2b4ae517cdaa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119940 ms
Total Talk Time (AGENT): 55559 ms
Total Talk Time (CUSTOMER): 54937 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/81f029f7-bed7-47c9-81e5-2b4ae517cdaa_20250421T13:27_UTC.wav
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[AGENT][NEUTRAL] For contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from provider's office. I need to see if um this patient has eligibility for his supplemental insurance.
[AGENT][NEUTRAL] I can certainly look that up and with whom am I speaking, please?
[CUSTOMER][NEUTRAL] This is [PII]. I'm calling from Doctor [PII]'s office.
[AGENT][NEUTRAL] Yeah, thank you. And what is that um policy number that we're looking at today?
[CUSTOMER][NEUTRAL] So for outpatient benefit it's 01678722 M as in Mary L 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. I just need to call back number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Um, would you like to know anything about the outpatient benefits or do you just need the eligibility?
[CUSTOMER][NEUTRAL] Um, what is the outpatient benefits?
[AGENT][NEUTRAL] It's $2000 for calendar year. Um, that's just a verification of benefits, not a guarantee of payment. And for the current year, none of those benefits have been used, so they're all available.
[CUSTOMER][NEUTRAL] OK, can I give our office tax ID just to see if we're a network?
[AGENT][NEUTRAL] Well, as long as you're in network, Angelica with the, uh, with the major medical, we're fine. We're just looking for a deductible, co-payment or co-insurance. That's it. Um, so, yeah, as long as you're good with them.
[CUSTOMER][NEUTRAL] Got it. OK, sounds good because when I searched, when I searched this insurance company to put in the patient's chart like nothing came up, so I don't know if we accepted it, um, but it's accepted.
[AGENT][POSITIVE] Yes, yeah, if you would just need to have a, a deductible copay medical insurance from the major medical and that, and that's what we do. We're good for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it. OK.
[CUSTOMER][POSITIVE] Perfect. OK, thank you.
[AGENT][POSITIVE] OK, thanks for contacting API