AccountId: 011433970860
ContactId: 97bd4238-a7c8-44a8-bfed-ac17a8b6752d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155419 ms
Total Talk Time (AGENT): 66098 ms
Total Talk Time (CUSTOMER): 52227 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/97bd4238-a7c8-44a8-bfed-ac17a8b6752d_20250521T19:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling from a doctor's office, [PII]. I was just wondering um if I could go ahead and verify some benefits on a member's plan.
[AGENT][POSITIVE] Sure I can do uh benefit verification with you. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Did you say [PII]?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK. And what's the policy number?
[CUSTOMER][NEUTRAL] S
[CUSTOMER][NEUTRAL] That's gonna be um the outpatient benefit card certain number right?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It's 02609756 ML8.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Number, address, and pharmacy remain the same pharmacy as the CES.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I'm showing that this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] And there will be
[AGENT][NEUTRAL] This is a Medlink policy which means it's secondary gap insurance. So when filing a claim, we will need the the major medical or the primary insurance's explanation of benefits in the claim, um, because if the primary insurance denies it, this insurance will deny it as well.
[CUSTOMER][NEUTRAL] OK, um, you guys don't cover copays, right?
[AGENT][POSITIVE] This helps with co-pays, co-deductibles, and co-insurance.
[CUSTOMER][NEUTRAL] OK, so, um, the APL covers the co-pay?
[AGENT][POSITIVE] Yes ma'am, it should, it should.
[CUSTOMER][NEUTRAL] OK, alrighty, and then can I just get a reference number for that?
[AGENT][NEUTRAL] Sure, so we don't do reference numbers, but you can use my name and last initial in today's date, so [PII] and today's date.
[CUSTOMER][POSITIVE] Alrighty perfect thank you so much [PII] have a great day.
[AGENT][POSITIVE] Thank you for calling ATL. Have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye