AccountId: 011433970860
ContactId: aab19fb2-7062-4218-ac3d-50bba965b249
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251889 ms
Total Talk Time (AGENT): 119722 ms
Total Talk Time (CUSTOMER): 92032 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/aab19fb2-7062-4218-ac3d-50bba965b249_20250402T16:14_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, So, my name is [PII]. I'm calling from Associates and Advanced Maternal fetal medicine. And if I have two patients that I need to get eligibility and benefits for, please.
[AGENT][POSITIVE] OK, sure, I can assist you with the eligibility and benefits, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Of course it is. Give me one second. 02022166 M as in Mary, L as in love, 7.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And so any benefits, outpatient benefits or what type of procedure is being rendered this outpatient?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] For outpatient, yes ma'am.
[AGENT][NEUTRAL] OK, right, before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And this is one of our secondary supplemental plan to the major medical with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the outpatient maximum is 3500 per cover person per calendar year.
[CUSTOMER][POSITIVE] Perfect. Has she made anything towards that 3500?
[AGENT][NEUTRAL] I can check for you one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Mm, OK, Ms. [PII] has not used her benefits as of today, so she still has the full amount available.
[CUSTOMER][NEUTRAL] Perfect and reference number for this patient please?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's state if you will.
[CUSTOMER][POSITIVE] Perfect. Alrighty, my love, I do have one last one if you don't mind.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I don't bear with me just a second. Let me finalize the note on this one.
[CUSTOMER][POSITIVE] No problem, take your time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] a
[AGENT][NEUTRAL] And you say you're calling from [PII], is that correct?
[CUSTOMER][NEUTRAL] No, um, associates.
[AGENT][NEUTRAL] No
[CUSTOMER][NEUTRAL] It's associates in advanced maternal fetal medicine.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. All right. And may I have the next policy number?
[CUSTOMER][NEUTRAL] Of course, the next policy number is 02557885.
[AGENT][NEUTRAL] Thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Her name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you. All right, and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. We have an effective date of [PII]. This one is also a secondary supplemental plan to the major medical. And for this one, we have an outpatient maximum of 2000 for covered person per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, anything me towards that?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] These are.
[AGENT][NEUTRAL] Um, looks like she already used all her benefits for [PII].
[CUSTOMER][POSITIVE] Alrighty perfect I'll go ahead and make a note of that. Thank you so much, so you were a great help.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today, Mr?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APR. Have a good day.
[CUSTOMER][NEUTRAL] Likewise bye bye.