AccountId: 011433970860
ContactId: 974aea87-4819-4faa-b1d0-5ada27e55fcb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153660 ms
Total Talk Time (AGENT): 75851 ms
Total Talk Time (CUSTOMER): 59102 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/974aea87-4819-4faa-b1d0-5ada27e55fcb_20250225T14:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello. Hi, my name is [PII]. I'm calling you from Acumen. I have a patient coming in. They're stating that you guys are their secondary gap coverage. I'm just calling for benefits.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. You're fine. And what is a good callback number?
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Uh, [PII]. That is direct.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] I have policy number.
[CUSTOMER][NEUTRAL] 02598409 ML 8
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth.
[CUSTOMER][NEUTRAL] This one is for [PII], 11 2nd, let me go back. Yes, I have patient.
[CUSTOMER][NEUTRAL] Date of birth.
[CUSTOMER][NEUTRAL] As [PII] for [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] And I'd be my pleasure to assist you with eligibility. I'm showing that [PII]'s policy is active. Effective date is [PII], and this is a secondary policy to his primary insurance.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yes, uh, can I get uh the coverage for that plan?
[AGENT][NEUTRAL] For, is it for an outpatient facility or what type of coverage?
[CUSTOMER][NEUTRAL] An outpatient facility?
[AGENT][NEUTRAL] OK. He does have outpatient coverage.
[AGENT][NEUTRAL] Up to 2, I'm sorry, $1250 per calendar year.
[AGENT][NEUTRAL] And that is a verification of coverage, not a guarantee of payment, and he has not used any of that benefit so far for [PII].
[CUSTOMER][POSITIVE] Perfect. And I'm so sorry your name again?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And the reference number would be my name and today's date.
[CUSTOMER][POSITIVE] [PII] thank you oh.
[CUSTOMER][POSITIVE] Thank you so much, [PII] for all your help.
[AGENT][POSITIVE] My pleasure to assist you with that benefit today, [PII]. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You do the same, have a great one.
[AGENT][POSITIVE] Thank you. Bye-bye.