AccountId: 011433970860
ContactId: abe37c75-4aac-4c85-ad98-da9a22a1aebd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168830 ms
Total Talk Time (AGENT): 76079 ms
Total Talk Time (CUSTOMER): 36388 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/abe37c75-4aac-4c85-ad98-da9a22a1aebd_20250114T17:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, hi, [PII]. My name is [PII] and I'm calling from Texas Digestive Disease Consultants. I need to check eligibility and benefits. Will you please help me with it?
[AGENT][POSITIVE] Yes, Ms. [PII], I can help you with eligibility and benefits. Could I get your callback number, please?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is the patient's name?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] And the patient's policy number?
[CUSTOMER][NEUTRAL] 1424283
[AGENT][NEUTRAL] I'm sorry, 14242.
[CUSTOMER][NEUTRAL] 83
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][POSITIVE] OK, I do show that [PII] does have an active policy.
[AGENT][NEUTRAL] His effective date is [PII].
[AGENT][NEUTRAL] This is just to verify benefits, it's not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The policy is a supplemental insurance policy that's billed secondary to the primary. The gap insurance that helps with deductible, co-pay and co-insurance. He has an inpatient benefit amount.
[AGENT][NEUTRAL] Per occurrence of $2500.
[AGENT][NEUTRAL] And let me see if he has.
[AGENT][NEUTRAL] And he has an outpatient benefit of $500 per occurrence.
[CUSTOMER][NEUTRAL] OK. So this policy is act like a supplemental, right?
[AGENT][NEUTRAL] Right, supplemental for deductible, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] Thank you. Can I have call reference number, please?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you, too. I really appreciate it. Have a great day. Take care. Bye-bye.
[AGENT][POSITIVE] You too [PII] thank you they call an APL.
[CUSTOMER][NEUTRAL] Hm