AccountId: 011433970860
ContactId: 8ebbb775-92df-4b6a-aa6f-29d187b893dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130929 ms
Total Talk Time (AGENT): 49890 ms
Total Talk Time (CUSTOMER): 58186 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/8ebbb775-92df-4b6a-aa6f-29d187b893dc_20250317T15:20_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes ma'am, um, I was just calling to see what, um, we have a patient that has United Public Life as a secondary.
[CUSTOMER][NEUTRAL] And I was just wondering if I can um if you could let me know what type of plan it is does it pick up the deductible from them?
[AGENT][POSITIVE] OK, I'll be happy to assist with benefits and eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] She has the sorry.
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][POSITIVE] Yes it is yeah I have it.
[CUSTOMER][NEUTRAL] 02509981
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Um, it would be for in office, um, procedure.
[AGENT][NEUTRAL] OK, I'm showing that will fall under.
[CUSTOMER][NEUTRAL] So I'd say outpatient, yes.
[AGENT][NEUTRAL] I'm showing that would fall under the outpatient and the calendar year maximum is $5000.
[CUSTOMER][NEUTRAL] OK, so the calendar year now.
[CUSTOMER][NEUTRAL] So this is the secondary that picks up um part of the deductible for the patient.
[AGENT][NEUTRAL] Yes, we're her gap insurance so we would be responsible for her patient responsibility up to that calendar year maximum.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, I think, can I get your name and reference number please?
[AGENT][NEUTRAL] Reference is just my name [PII], last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] That'll be all thank you very much.
[AGENT][POSITIVE] Thank you for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Fine.