AccountId: 011433970860
ContactId: 9100cb78-d42f-4c37-9efa-385e0e98ea99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154360 ms
Total Talk Time (AGENT): 68535 ms
Total Talk Time (CUSTOMER): 45957 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/9100cb78-d42f-4c37-9efa-385e0e98ea99_20250102T16:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello. Hi, my name is [PII] from digital registration.
[CUSTOMER][NEUTRAL] Um, I'm just trying to verify, uh, eligibility for a patient of ours for gap insurance.
[AGENT][NEUTRAL] I'm sure.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with benefits. Um, first, could I get a good callback number?
[CUSTOMER][NEUTRAL] Sure, of course it's [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] So, of course, um, it is 021482 I'm sorry, 48023.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] So, it's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, just let me advise you that verification of coverage does not guarantee payment of claims. Um, she does have a new policy number.
[AGENT][NEUTRAL] And her new policy number is
[CUSTOMER][NEUTRAL] OK. Oh.
[AGENT][NEUTRAL] 02508137.
[CUSTOMER][NEUTRAL] Is it the same um ending about 8 or?
[AGENT][NEUTRAL] Yes, it is the same ending.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][POSITIVE] And the effective
[CUSTOMER][POSITIVE] Alright, thank you so very much for your help. I really appreciate it.
[AGENT][NEUTRAL] OK. Do you need to know when the effective date was and what the benefit amount?
[CUSTOMER][NEUTRAL] Um, the effective date is, um, it is the effective date and the eligibility amount.
[AGENT][NEUTRAL] Um, yes, sir. The effective date on this policy was [PII]. The policy is still active, and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, for outpatient services, we cover up to
[AGENT][NEUTRAL] $500 per day and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, there's nothing else. Thank you so very much for your help. I appreciate it.
[AGENT][POSITIVE] OK. I thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You do the same. Take care bye bye.