AccountId: 011433970860
ContactId: 8c964e2c-787a-478a-8d49-028c3af7a062
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141089 ms
Total Talk Time (AGENT): 69030 ms
Total Talk Time (CUSTOMER): 45562 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/8c964e2c-787a-478a-8d49-028c3af7a062_20250122T18:00_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling on behalf of the doctor's office. I wanted to see, I wanted to check the member's um benefits and eligibility.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on eligibility and benefits today. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Policy number 024654998.
[AGENT][NEUTRAL] Alright, thank you for that. Let me pull this up here one moment. Do you have a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. So the member's plan is active. The effective date is [PII]. We are the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK. Is what what's the policy type? Is this uh Medicaid?
[AGENT][NEUTRAL] No, it's a secondary gap plan, so it's a medlink plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and what about, uh, deductible and out of pocket max?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] So no deductible. Um, it looks like the outpatient benefit max for the calendar year is 2000 and it's the same for inpatient.
[CUSTOMER][POSITIVE] OK awesome thank you so much.
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] Not a problem. Anything else I can check on for you?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Now, can I just get the car reference number, please?
[AGENT][NEUTRAL] Absolutely, [PII]. Call reference is my name with my last initial and then today's date. My name again is [PII], that's [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. Have a good day.
[AGENT][NEUTRAL] You're, you too. Bye bye.
[CUSTOMER][POSITIVE] Thank you bye.