AccountId: 011433970860
ContactId: 94049211-1e00-4ea0-9f29-654a80ab97f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325570 ms
Total Talk Time (AGENT): 128519 ms
Total Talk Time (CUSTOMER): 53461 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/94049211-1e00-4ea0-9f29-654a80ab97f1_20250422T12:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from provider office looking for eligibility and benefit for the patient.
[AGENT][NEUTRAL] OK, [PII], you're needing eligibility and benefits for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with those things, and [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] The callback number is [PII].
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] Policy number is 00750494.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And Jacking the information that I do provide for you today would be a verification of.
[AGENT][NEUTRAL] Benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient name is [PII]. Date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So I do show that he is the subscriber on this limited benefit plan and it is active. The effective date on this plan is going to be [PII].
[AGENT][NEUTRAL] And what type of benefit information do you need for him inpatient, outpatient or office?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, for specialist office visit.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] One moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And bear with me just a moment, [PII]. I'm waiting on one of my screen.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] needs to load some information for me.
[CUSTOMER][POSITIVE] No problem. Take your time.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so on this, on this policy for sick for outpatient sickness, the maximum.
[AGENT][NEUTRAL] Excuse me, the benefit amount is $25 per day and a maximum of 5 days per calendar year.
[CUSTOMER][NEUTRAL] Uh, I need the benefit for specialist office visit, not outpatient.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yes, and how much the deductible?
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] I'm sorry, what was your question?
[CUSTOMER][NEUTRAL] I need the deductible, how much the deductible and the remaining amount?
[AGENT][NEUTRAL] As I stated, [PII], this is a limited benefit plan. This is not major.
[AGENT][NEUTRAL] Your medical insurance.
[AGENT][NEUTRAL] So it pays specific amounts for certain services.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And as of now he has not used any of those benefits for this calendar calendar year.
[CUSTOMER][POSITIVE] OK. Thank you for your assistance. So that was the information I need today and have a great day. Bye-bye.
[AGENT][NEUTRAL] OK. And [PII], one last thing, if you all end up filing a claim with APL for this member, once the claim has been processed by APL, we do have a portal in which you should be able to check claim status, and our website for the portal is located at [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Well, you're welcome. And again, is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, thank you. Have a great day.
[AGENT][POSITIVE] OK, well, you too, [PII]. Thank you again for calling and if that's all I can help you with.