AccountId: 011433970860
ContactId: 9b0c447a-154b-4b48-9fb5-05ca9c63b0bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153460 ms
Total Talk Time (AGENT): 63461 ms
Total Talk Time (CUSTOMER): 69694 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/9b0c447a-154b-4b48-9fb5-05ca9c63b0bf_20250612T20:34_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello Ms. [PII]. My name is [PII]. I'm calling to verify benefits on the patient.
[AGENT][NEUTRAL] OK, [PII]. Happy to check benefits. What's the patient policy number?
[CUSTOMER][NEUTRAL] I have 02517074 [PII].
[CUSTOMER][NEUTRAL] Luna 8.
[AGENT][POSITIVE] Thank you. And then [PII] for documentation, can I get a good call back, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, it is on [PII], [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date on the plan is [PII]. Uh, this is the members secondary insurance, so this does cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK, so it's like a supplement plan to the primary?
[AGENT][POSITIVE] Yes, ma'am, exactly.
[CUSTOMER][NEUTRAL] OK, it's a supplement plan, alrighty, OK, and then, um, so it pays the deductible copay co-insurance that the primary does not pay.
[AGENT][POSITIVE] Mhm, correct, yeah.
[CUSTOMER][NEUTRAL] OK. All right. What about authorizations?
[AGENT][NEUTRAL] No pre-op is required.
[CUSTOMER][NEUTRAL] OK, and it follows the primary guidelines?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can you tell me, um, give me the uh mailing address for the, for the APL insurance?
[AGENT][NEUTRAL] Yeah, the claims mailing address would be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, great, Ms. [PII], um, do you have a reference number for the call?
[AGENT][NEUTRAL] Absolutely. Call references my name with today's date. My name is [PII], that's spelled [PII] Last initial is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, great, thank you so much I appreciate your time.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][POSITIVE] You too. Thank you. mhm Bye-bye.
[AGENT][NEUTRAL] Bye bye.