AccountId: 011433970860
ContactId: 8d9f1e04-4f8a-407f-ac19-d357ccc5d187
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162240 ms
Total Talk Time (AGENT): 73166 ms
Total Talk Time (CUSTOMER): 65518 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/8d9f1e04-4f8a-407f-ac19-d357ccc5d187_20250225T15:36_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning. I'm calling from a provider office. I don't know if this is the correct one. I'm trying to verify benefits on a patient.
[AGENT][NEUTRAL] OK, well, I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] Are you sure?
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Uh, it's showing 186-8782.
[AGENT][NEUTRAL] 1868782.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] What was the last 4?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII]. She is active on the policy and what benefits are needing, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, ambulatory outpatient surgery.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me, uh, not a guarantee of payment, just a verification of coverage. But this policy is secondary, we help with primary insurance deductible, co-pay, and or co-insurance, and they have a benefit max up to $2550 per calendar year.
[CUSTOMER][NEUTRAL] OK, so y'all basically just cover uh whatever the primary is as long as it's under the 2500 a year?
[AGENT][NEUTRAL] Oh, correct, we only pick up what they apply towards deductible, co-pay, or co-insurance up to that 2500.
[CUSTOMER][POSITIVE] OK perfect thank you so much. May I get a um reference number for this call?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you like, you may use my name and today's date.
[CUSTOMER][NEUTRAL] Oh yes ma'am. I just need something to verify where they can go back and have records that I did have this call and we were aware that you guys take care of the primary need some type of transaction or script.
[AGENT][NEUTRAL] Uh, you can use, uh, you can use my name at today's date. We don't give reference numbers.
[CUSTOMER][NEUTRAL] OK, so what's your name, love?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] That's your real name or is that a nickname?
[AGENT][NEUTRAL] Well, it's the name I go by here at work.
[CUSTOMER][NEUTRAL] OK, and what was your last initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much. You have a blessed day. Bye-bye.
[AGENT][NEUTRAL] Oh you too