AccountId: 011433970860
ContactId: a32e2b40-5876-4ee5-a463-22c984061d9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176919 ms
Total Talk Time (AGENT): 68179 ms
Total Talk Time (CUSTOMER): 54898 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/a32e2b40-5876-4ee5-a463-22c984061d9d_20250424T12:12_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, hi, my name is [PII]. I'm calling you from Acumen. I have a patient coming in. I need your help stating, uh, patient is stating you guys are the secondary. I wanted to see if you guys will pick up the primary responsibility.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII], that is correct.
[AGENT][NEUTRAL] Thank you, [PII]. And do you have the policy number?
[CUSTOMER][NEUTRAL] 01842158 ML 8
[AGENT][NEUTRAL] Thank you [PII], hold on one moment please.
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] [PII], 102865.
[AGENT][POSITIVE] Thank you, [PII] and you were just needing the benefits?
[CUSTOMER][NEUTRAL] Yes, patient is coming in for a CT, um, yeah, they have, they have our copay with the primary.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, I can help you with that. Is that for outpatient?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, the effective date is [PII]. Any benefits given over the phone is not a guarantee of payment?
[AGENT][NEUTRAL] This policy coordinates with the primary.
[AGENT][NEUTRAL] Whatever the primary applies to their deductible, co-pay or co-insurance only, we'll pay up to $500 per calendar day.
[CUSTOMER][NEUTRAL] to $500 per calendar day.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect, and all I need is a reference number and I'm all done.
[AGENT][NEUTRAL] We do not have reference reference numbers. You can use my name and today's date.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] For billing purposes, where would we send the claim?
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much [PII] for all your help.
[AGENT][POSITIVE] You're welcome. Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You stay safe thank you have a great one.
[AGENT][POSITIVE] Thank you. Bye-bye