AccountId: 011433970860
ContactId: 93b376ca-1b7c-416b-af9e-683c19340e43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209020 ms
Total Talk Time (AGENT): 85923 ms
Total Talk Time (CUSTOMER): 73651 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/93b376ca-1b7c-416b-af9e-683c19340e43_20250226T22:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] No, that's.
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] calling from Jaguar Therapeutics. Um, I'm just calling to check on the benefits for a patient in the bars through, um,
[CUSTOMER][NEUTRAL] Your insurance.
[AGENT][POSITIVE] OK, I'm happy to verify benefits. Do we have their policy number?
[CUSTOMER][NEUTRAL] Yeah. Yes, let me look at the card.
[CUSTOMER][NEUTRAL] I have the group number here.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] What's the group number that you have?
[CUSTOMER][NEUTRAL] 25921.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. And then what is the first name, last name of the patient?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] First name [PII] Last name [PII], [PII]
[AGENT][NEUTRAL] OK, let me see
[AGENT][NEUTRAL] And then if I can get [PII]'s date of birth.
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] Alright, thank you so much. So the patient plan is active. The effective date on this is [PII]. Do you need the member's policy number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. Uh, the policy number is gonna be 0233.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 6028.
[CUSTOMER][NEUTRAL] Gotcha. Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, and um we're with a physical outpatient physical therapy clinic. Um, does he have benefits regarding, um, as you guys are his secondary, if his primary still has a percentage left over that he would have to pay on his behalf, um, would you guys cover that, um, remaining cost?
[AGENT][NEUTRAL] Yeah, so this would pick up any deductible, co-pay or co-insurance of the primary does not. Let me just make sure some of these plans when they're secondary will cover an office visit, some won't, so it may just cover like the treatment. Let me see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Right. Mhm.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII], hold on.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] OK. So it looks like it does cover um treatment, but it's not gonna cover, it looks like it says physicians covered charges do not include physical therapy or physician office visit fee. So it looks like it's not covered under the member's plan.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEGATIVE] Gotcha.
[CUSTOMER][POSITIVE] OK, thank you very much, sir.
[AGENT][POSITIVE] Yeah, not a problem. Have a good rest of your day.
[CUSTOMER][NEUTRAL] You as well. Bye-bye.
[AGENT][NEUTRAL] Uh bye-bye.