AccountId: 011433970860
ContactId: a333de3b-0bf3-4506-be57-556fe1af8e89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152910 ms
Total Talk Time (AGENT): 87852 ms
Total Talk Time (CUSTOMER): 46047 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/a333de3b-0bf3-4506-be57-556fe1af8e89_20250213T14:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling to verify if a patient is um active with APL.
[AGENT][POSITIVE] OK I'll be glad to help you. Go and give me your name and the member's policy number, please.
[CUSTOMER][NEUTRAL] Member's name [PII], policy number 01972345M17.
[AGENT][POSITIVE] All right, and what, and what was your name? I'm so sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] All right, [PII], thank you for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] [PII] I'm sorry [PII].
[AGENT][POSITIVE] Alrighty, [PII], thank you for that information and your patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alrighty, thank you for that, [PII]. Looks like [PII] is the insured on this medical supplemental plan original effective date [PII]. It is still current and active, but I must advise that verification of coverage is not a guarantee of payment on the claim, but you said you were checking to see if he was active, or do you need some type of benefit today, [PII]?
[CUSTOMER][NEUTRAL] Um, he has a specialist office visit and I wanna know if, um, the the co-pay for the primary insurance would be covered.
[AGENT][NEUTRAL] OK, let me go over that benefits and see if they have office visit. Give me just a moment, let's see.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, under this medical supplemental plan, he does not have office visit charge benefits, but anything done in the office that is applied towards your deductible copay or co-insurance for sickness and injury will be considered a cover benefit, just no office visit charge benefit, no, ma'am, at all.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect, can I get a reference number?
[AGENT][NEUTRAL] We don't give reference numbers, [PII], but you can use my name in today's date and my name is [PII] spelled [PII] And is that all I can help you with?
[CUSTOMER][POSITIVE] That'll be all thank you.
[AGENT][POSITIVE] Yes ma'am, [PII], and thanks for calling APO. You have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.