AccountId: 011433970860
ContactId: 8fb146d1-f3c7-418d-8d52-d8e790b92693
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135130 ms
Total Talk Time (AGENT): 50137 ms
Total Talk Time (CUSTOMER): 54926 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/8fb146d1-f3c7-418d-8d52-d8e790b92693_20250327T16:12_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling on behalf of MUSC Health Chester Medical Center, and I was just trying to, uh, determine, uh, benefits or eligibility, uh, for services rented for a patient.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Sure it is [PII], that's correct.
[CUSTOMER][NEUTRAL] And the patients policy number I have here is 02588698.
[AGENT][NEUTRAL] Thank you. Can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII], and that's [PII].
[AGENT][NEUTRAL] [PII], you're calling to verify eligibility for outpatient services?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active. This member has outpatient benefits?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] no
[AGENT][NEUTRAL] Bear with me while I pull it up.
[CUSTOMER][NEUTRAL] And this is uh considered as secondary to her Blue Cross, correct?
[AGENT][NEUTRAL] Yes, this is the gap insurance, so she has
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Outpatient benefits of $1500 per calendar year and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Excellent
[CUSTOMER][NEUTRAL] And I do have the claims address as the [PII].
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] Excellent.
[CUSTOMER][NEUTRAL] And normally what is your timely filing?
[AGENT][NEUTRAL] Um, probably about
[AGENT][NEGATIVE] 10 days. Oh, no, there's no time to filing. I, I was thinking you was asking about the turnaround, but there's no time to filing.
[CUSTOMER][POSITIVE] Got you, excellent, not a problem.
[AGENT][NEUTRAL] Is there anything else that I can assist you with, [PII]?
[CUSTOMER][POSITIVE] Excellent
[CUSTOMER][POSITIVE] No, that, that should do it for me. You've been excellent thank you very much.
[AGENT][POSITIVE] Thanks for calling APL and you have a great day.