AccountId: 011433970860
ContactId: a22ec202-322f-4c7c-bfcf-07ade480f231
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150529 ms
Total Talk Time (AGENT): 76819 ms
Total Talk Time (CUSTOMER): 48317 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/a22ec202-322f-4c7c-bfcf-07ade480f231_20250505T18:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with Skin and Cancer Associates, Doctor Ruben's office. I was calling to check a benefit for a patient.
[AGENT][NEUTRAL] OK, I can help you with benefits. Um, can I please get your callback number, Miss [PII], just in case the call is dropped?
[CUSTOMER][NEUTRAL] Sure it's [PII] and that's a direct line.
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] policy number.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] There's a group number.
[CUSTOMER][NEUTRAL] 00 payer ID number. I don't know, it says insured.
[AGENT][NEUTRAL] Do you see an inpatient or an outpatient certificate number?
[CUSTOMER][NEUTRAL] Oh, I do, yes, outpatient 02489440 ML 8.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date of the policy is [PII].
[AGENT][NEUTRAL] And this is just to verify his benefits. It's not a guarantee of payment. He has a supplemental insurance policy that's billed secondary to the primary. It helps with deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] He has an inpatient benefit amount of $5000 per calendar year and then he also has an outpatient benefit amount per calendar day of $500 to help with the deductible co-pay or co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] She has $500 a day coverage.
[AGENT][NEUTRAL] Yes, $500 per calendar day.
[CUSTOMER][POSITIVE] OK, thank you so much. I appreciate your help. And can I have a reference number?
[AGENT][NEUTRAL] You're very
[AGENT][POSITIVE] Yes, you can use my name [PII] and today's date. Miss [PII], that's everything I can help you with today?
[CUSTOMER][POSITIVE] Thank you, that's it.
[AGENT][POSITIVE] Alright well you have a wonderful day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.