AccountId: 011433970860
ContactId: a702e7e5-662a-4922-8fad-b3d319b9d6d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180000 ms
Total Talk Time (AGENT): 84069 ms
Total Talk Time (CUSTOMER): 62700 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/a702e7e5-662a-4922-8fad-b3d319b9d6d8_20250326T15:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. Um my name is [PII] I'm trying to get the patient benefits and eligibility for specialist office visit.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with the benefits and eligibility. Can I please get your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][POSITIVE] Thank you. And what was that extension one more time?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, patient name is [PII] and last name is spelled [PII] Date of birth [PII].
[CUSTOMER][NEUTRAL] ID number I have 02565581 M like Mary L 8.
[AGENT][POSITIVE] OK, thank you very much. Let me pull up that policy real quick for us.
[AGENT][NEUTRAL] OK. I do show that [PII] does have an active policy. The effective date of the policy is January.
[AGENT][NEUTRAL] No, I'm sorry, [PII].
[AGENT][NEUTRAL] And this is just to verify benefits it's not a guarantee of payment. The insured has a supplemental policy. It's billed secondary to the primary and helps with deductible, co-pay and co-insurance. He has an inpatient calendar year benefit amount of $4000 and then he also has an outpatient calendar year benefit amount of $2000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so [PII], you said this is secondary to his, to his primary insurance, and is this will pick up the co-pay from the primary?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Right, it helps with the deductible, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so that's all I needed. Can I have the reference number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] OK, great. Thank you very much.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that would be all. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. You have a wonderful day.
[CUSTOMER][POSITIVE] Thank you. You too, bye bye.
[AGENT][POSITIVE] Thank you, ma'am bye bye.