AccountId: 011433970860
ContactId: a2c4dc0c-d9e4-4dc7-b276-1b71dfaa771e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171690 ms
Total Talk Time (AGENT): 106771 ms
Total Talk Time (CUSTOMER): 40177 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/a2c4dc0c-d9e4-4dc7-b276-1b71dfaa771e_20250408T18:50_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I was calling to get outpatient benefits for patients.
[AGENT][POSITIVE] Alright, [PII], I'll be glad to help you. Go and give me your policy number.
[CUSTOMER][NEUTRAL] It's 01973126.
[AGENT][POSITIVE] All right, [PII], thank you so much for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right, [PII], thank you so much for that information. Now, your patient's name and date of birth today, please?
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][POSITIVE] Alrighty, thank you for all of that information. Looks like, let's see.
[AGENT][NEUTRAL] She may have flipped to a different number, so hang on just a second. Let me do some checking for you. Let's see. I think she rolled.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, she flipped to a different policy number. Let me give you the correct policy number, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that will be 022.
[AGENT][NEUTRAL] 818
[AGENT][NEUTRAL] 77.
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][NEUTRAL] Yes, ma'am. I do show that this policy went into effect on [PII]. It is current and active, but I must step by that verification of coverage is not a guarantee of payment on a claim, but you did say you want some type of benefit. Is that correct, [PII]?
[CUSTOMER][NEUTRAL] Yeah, for outpatient.
[AGENT][NEUTRAL] OK, what does she have been done?
[CUSTOMER][NEUTRAL] A breast ultrasound.
[AGENT][NEUTRAL] Alright, let me get that benefit pulled up. Now, of course, what we are is just her medical supplemental plan. So the only thing that we would pick up and pay on for sickness and injury is anything that is applied towards her deductible, co-pay, or co-insurance at her primary insurance carrier. We do not pay for anything routine here at all, no matter what.
[AGENT][NEUTRAL] Her outpatient benefit here is a zero deductible, no pre-cert, and she has a $2000 benefit per calendar day.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK. Yes, ma'am, [PII], is that all I can help you with?
[CUSTOMER][POSITIVE] Alrighty, um, those are the only questions I have. Yes, that'll be all. Thank you so much, OK.
[AGENT][POSITIVE] OK. Well, yes, ma'am, and thank you [PII] for calling APO. You have a great rest of your day.
[CUSTOMER][POSITIVE] Have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.