AccountId: 011433970860
ContactId: 9d466818-5f65-4525-9b36-464ba956dbae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143229 ms
Total Talk Time (AGENT): 57956 ms
Total Talk Time (CUSTOMER): 52750 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/9d466818-5f65-4525-9b36-464ba956dbae_20250519T14:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII] was calling to verify eligibility and benefits on the patient.
[AGENT][POSITIVE] OK, I can help you with eligibility and benefits. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] it's [PII].
[CUSTOMER][NEUTRAL] No, [PII] is my extension.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] 02156200
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] OK, so the policy effective [PII] and it's currently active.
[AGENT][NEUTRAL] Yeah let me get the benefits. Is this for outpatient services?
[CUSTOMER][NEUTRAL] It's for an office visit.
[AGENT][NEUTRAL] It's not a guarantee of payment basic outline of the policy.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Um, so they don't have benefits for the actual office visit, but it will pay for treatment and procedures rendered in the doctor's office up to up to $2400 per calendar year.
[CUSTOMER][NEGATIVE] So you don't have any actual benefit for office visits.
[AGENT][NEGATIVE] Not for the actual office visit.
[CUSTOMER][MIXED] OK, but you pay up to 2400 for procedure.
[AGENT][NEUTRAL] Yes, um, after a $100 calendar year deductible, this is like a secondary policy, so it'll, this will pay those amounts after has processed.
[CUSTOMER][NEUTRAL] Monday
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] OK, because it's showing that her primary return, so that's the reason why I was trying to see if she still had the secondary.
[CUSTOMER][NEUTRAL] But it only pays with the primary correct.
[AGENT][NEGATIVE] Yeah, if the primary is termed and there is no primary, then this policy wouldn't be able to pick up anything.
[CUSTOMER][POSITIVE] OK, thank you so much [PII].
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.