AccountId: 011433970860
ContactId: 98defa3b-15d4-454e-93cb-fdf18e965f1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140610 ms
Total Talk Time (AGENT): 66619 ms
Total Talk Time (CUSTOMER): 46550 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/98defa3b-15d4-454e-93cb-fdf18e965f1f_20250602T14:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII], last initial [PII]. I'm calling from an outpatient facility. A patient has his insurance as her secondary. I wanted to know if she's active.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with um benefits. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] is the direct line.
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 01820389 M as in Mary, L as in lion 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] I feel the [PII].
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Um, outpatient.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to $500 per day and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK. And since it's uh secondary, no authors required?
[AGENT][NEUTRAL] That's correct because we go by the primary insurance guidelines.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much for your help. Um, may you spell your first name again, please?
[AGENT][NEUTRAL] Um, yes, my first name is [PII]. It's spelled [PII] and my last initial is [PII]. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Um, thank you. Yes, and what would be the reference number for the call, or is it just your name and date?
[AGENT][NEUTRAL] Yeah, just my name and today's date.
[CUSTOMER][POSITIVE] OK thank you have a great rest of your day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.