AccountId: 011433970860
ContactId: a9e4d6b0-d1aa-4022-9f48-5bad53083d94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136259 ms
Total Talk Time (AGENT): 77326 ms
Total Talk Time (CUSTOMER): 49366 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/a9e4d6b0-d1aa-4022-9f48-5bad53083d94_20250428T16:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Doctor [PII]'s office. I was calling to get a quote on benefits, please.
[AGENT][POSITIVE] Here I can check those benefits for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it is [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is 02315642.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] She is [PII], [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and we'll be needing to look at inpatient or outpatient benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It would be outpatient.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims. The outpatient benefit is $2550 per calendar year. If you'll give me one moment, I'll see if any of that has been used.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so none has been used so far this year.
[CUSTOMER][NEUTRAL] 0 OK. And do you know, is it, um, are the claims automatically forwarded from her primary insurance?
[AGENT][NEUTRAL] No, they are not um so once y'all get the uh primary EOB you would just send that claim information to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, we can do that. Perfect, thank you so much. And is there a call reference number? Just a call.
[AGENT][NEUTRAL] Alright, was there anything else I can help you with?
[AGENT][NEUTRAL] Sure, that would just, yeah, that would just be my first name, last initial and date, uh so my name is spelled [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Hello. OK, I'm sorry because you were breaking up. OK, perfect. I appreciate your help, [PII]. Thank you so much. You enjoy the rest of your day and be well.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.