AccountId: 011433970860
ContactId: aa24ad4f-63ef-4ec2-b8df-5ba5d4d85bb1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246529 ms
Total Talk Time (AGENT): 53020 ms
Total Talk Time (CUSTOMER): 118950 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/aa24ad4f-63ef-4ec2-b8df-5ba5d4d85bb1_20250606T14:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII]. We're the provider. Patient eligibility and benefits, please.
[AGENT][POSITIVE] OK, I can help you with eligibility and benefits, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the policy number for the patient?
[CUSTOMER][NEUTRAL] OK, policy number is gonna be.
[CUSTOMER][NEUTRAL] 01611792 MLA.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] OK, it looks like the policy is active and effective [PII].
[AGENT][NEUTRAL] And is this for outpatient benefits?
[CUSTOMER][NEUTRAL] Yes, outpatient, yeah.
[AGENT][NEUTRAL] On a guarantee of payment basic outline of the policy.
[CUSTOMER][NEUTRAL] Not a guarantee of pay.
[AGENT][NEUTRAL] Let me get that pulled up. Give me one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so looks like for outpatient benefits, she has 1500 per covered person per calendar year benefit payable.
[CUSTOMER][NEUTRAL] OK great so she's covered for her outpatient service OK perfect and that's for all outpatient correct?
[AGENT][NEUTRAL] Uh, yes, so outpatient services, yes.
[CUSTOMER][NEUTRAL] OK, perfect. OK, my next question for you is, who is, is the subscriber [PII]?
[AGENT][NEUTRAL] Uh, like.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, that's so that's the per pay uh subscriber.
[CUSTOMER][NEGATIVE] OK, hold on one second, this person, I, I had to fix something.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] We have people that are putting the problem is we we've been having recently where people are putting co-payments for people for the patient when they have others when they have other insurances it's like no you don't do that.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Right?
[CUSTOMER][NEUTRAL] You don't do that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 01611792 [PII]. OK, what is 70, what is the group number gonna be?
[AGENT][NEUTRAL] Uh, group number is.
[AGENT][NEUTRAL] 22392
[CUSTOMER][NEUTRAL] OK, so 22392 and the group name?
[AGENT][NEUTRAL] City of [PII].
[CUSTOMER][NEUTRAL] City of [PII].
[CUSTOMER][NEUTRAL] OK perfect and then let me go ahead and then add the subscriber.
[CUSTOMER][NEUTRAL] Let's
[CUSTOMER][NEUTRAL] OK 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this is the right med meddling policy?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, perfect. I know you always have indemnity as well, so I always like to just double check.
[CUSTOMER][NEUTRAL] Alright, let me modify.
[CUSTOMER][NEUTRAL] One second, sorry, I'm just making sure everything's correct.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Alright, and yep, and I would just put your name in today's date for the reference number, so we're all set.
[AGENT][POSITIVE] OK, all right. Well, thank you for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][POSITIVE] Thanks bye bye.