AccountId: 011433970860
ContactId: 91154a39-3081-48e7-a070-8dd5bfd90af7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150720 ms
Total Talk Time (AGENT): 61997 ms
Total Talk Time (CUSTOMER): 72524 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/91154a39-3081-48e7-a070-8dd5bfd90af7_20250319T20:42_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] with Prison Health. I'm calling to verify benefits for a patient.
[AGENT][NEUTRAL] OK, I can verify benefits for you. And you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, and I'm sorry, I didn't catch your first name.
[AGENT][NEUTRAL] Yes, ma'am. It's [PII], last initial [PII]
[CUSTOMER][POSITIVE] Alright, my phone has a lot of static, so I apologize.
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] Oh, I'm sorry. Uh, what's that policy number, please?
[CUSTOMER][NEUTRAL] Um, let's see, 02517475.
[AGENT][POSITIVE] Thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, uh, so her effective date is [PII]. She is active on the policy, and Mr. [PII], you said you're also needing benefits, correct?
[CUSTOMER][NEUTRAL] Yes, she is scheduled for an outpatient surgery, so um I'm trying to see, you know, her accumulators and whether or not there's a co-pay or co-insurance for that surgery.
[AGENT][NEUTRAL] Uh, uh, no, ma'am, there's no deductible, co-pay or co-insurance, but with this plan, we are secondary. Uh, what it does, it helps with primary insurance deductible, co-pay, and or co-insurance.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And not [PII]. Oh [PII], I'm sorry.
[CUSTOMER][NEUTRAL] OK, so I'm.
[CUSTOMER][NEUTRAL] No, that's fine. I've got to look for a card for her primary because I, I found that card and I wasn't sure because it said not major medical on the back.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So she's got to have another plan.
[CUSTOMER][NEUTRAL] So this is a secondary, a supplemental.
[AGENT][POSITIVE] Correct, yes, ma'am.
[CUSTOMER][NEUTRAL] Basically.
[CUSTOMER][NEUTRAL] OK, so on that one I wouldn't need anything except the fact that it's effective and the effective date. Is there a reference number for the call, Miss [PII]?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] Alright, thank you so much for your help. I hope you have a good rest of your day.
[AGENT][POSITIVE] Alright, you too, Mr. [PII], and thanks for calling APL.
[CUSTOMER][POSITIVE] Thanks bye now.
[AGENT][NEUTRAL] Bye.