AccountId: 011433970860
ContactId: 8ad41787-5223-43e6-ae6b-a02f947222cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248039 ms
Total Talk Time (AGENT): 55401 ms
Total Talk Time (CUSTOMER): 84911 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/8ad41787-5223-43e6-ae6b-a02f947222cd_20250618T16:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from. I'm looking for eligibility and benefits.
[AGENT][NEUTRAL] You need to check on benefits, is that what you had said?
[CUSTOMER][POSITIVE] Yeah liability and benefits, right.
[AGENT][NEUTRAL] Thank you. May I have the patient policy number?
[CUSTOMER][NEUTRAL] Yeah, uh, policy number is 1851715.
[AGENT][NEUTRAL] Do you have a good callback number, please?
[CUSTOMER][NEUTRAL] You would call back
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is the patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] Thank you. So you can active effective date on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What is the plan type?
[AGENT][NEUTRAL] We are the members secondary insurance. This is a uh supplemental meddling plan.
[CUSTOMER][NEUTRAL] This is.
[CUSTOMER][NEUTRAL] OK, or, uh, this plan will uh cover specialist of his visit.
[AGENT][NEUTRAL] Does it cover an office visit?
[CUSTOMER][NEUTRAL] Plan will cover of his visit.
[AGENT][NEUTRAL] Let me check and see one moment.
[CUSTOMER][POSITIVE] Yeah, take your time.
[AGENT][NEUTRAL] So this patient's plan does have an outpatient benefit that will cover treatment or an office visit.
[CUSTOMER][NEUTRAL] The patient's plan does not cover a specialist office, right?
[AGENT][NEUTRAL] It does.
[CUSTOMER][NEUTRAL] Patients plan.
[CUSTOMER][NEUTRAL] So, patient plan does cover.
[CUSTOMER][NEUTRAL] Special officer visit.
[CUSTOMER][NEUTRAL] OK, and what is the benefits of our first stop is visiting chemotherapy?
[AGENT][NEUTRAL] So on the patient's plan, their outpatient benefit max for the calendar year is gonna be $2000.
[CUSTOMER][NEUTRAL] Mm, for outpatient services, right?
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] All right, is there any copy of insurance?
[AGENT][NEUTRAL] No, because we're the secondary.
[CUSTOMER][NEUTRAL] Yeah, OK. And uh
[CUSTOMER][POSITIVE] Thank you so much for uh giving this, sir. Can you please just spell your first name and last name initial?
[AGENT][NEUTRAL] [PII] and then [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what is the reference number?
[AGENT][NEUTRAL] My name with today's date?
[CUSTOMER][POSITIVE] OK, thank you so much for giving details. Have a nice day. Bye-bye.
[AGENT][NEUTRAL] Bye bye.