AccountId: 011433970860
ContactId: 97364481-770d-4152-bf56-be08bd9dfd57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175720 ms
Total Talk Time (AGENT): 77300 ms
Total Talk Time (CUSTOMER): 58302 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/97364481-770d-4152-bf56-be08bd9dfd57_20250609T17:29_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, good afternoon. This is [PII]. I'm calling on behalf of a patient, [PII]. Um, I wanted to find out his, uh, benefits, um, in regards to like if, if any copays are gonna be picked up after his primary insurance.
[AGENT][NEUTRAL] OK, I can verify benefits for you and your name is again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Um, yeah, so it's 025887778.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and it's my direct line.
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, I show
[AGENT][NEUTRAL] For his effective date [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes ma'am, can you hear me?
[CUSTOMER][NEGATIVE] Sorry, you're breaking up.
[CUSTOMER][NEUTRAL] Uh yes, I can hear you now.
[AGENT][NEUTRAL] Oh, I apologize. Uh, his effective date is [PII]. Policy is active and um I forgot what I was, what benefits are you needing for the patient, I'm sorry.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, professional benefits for the upcoming surgery.
[AGENT][NEUTRAL] Is it outpatient or in hospital?
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][NEUTRAL] OK, let's see, not a guarantee of payment, just a verification of coverage, uh, let's see.
[AGENT][NEUTRAL] So the patient has a benefit max of up to $2000 per calendar year.
[CUSTOMER][NEUTRAL] OK, so that's what the insurance pays.
[AGENT][NEUTRAL] Yes, ma'am. So after primary insurance has processed the claim, if they apply any amounts towards deductible, co-pay or co-insurance, the max we pay is up to 2000 for outpatient.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, got it, thank you, um, and then I'll just need um a reference number for the call please.
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's [PII], last initial [PII]
[CUSTOMER][NEUTRAL] Sorry, what was your name?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Alright perfect thank you so much.
[AGENT][POSITIVE] Alright, you're welcome and thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye