AccountId: 011433970860
ContactId: ae5f4773-c2b7-47d5-857a-079ab87243fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172600 ms
Total Talk Time (AGENT): 84352 ms
Total Talk Time (CUSTOMER): 63639 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/ae5f4773-c2b7-47d5-857a-079ab87243fa_20250121T15:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is and I'm calling from Broadwood Health Imperial Point. I'm calling in regards to a mutual member to see um what exactly you guys cover for a procedure that he's having.
[AGENT][NEUTRAL] OK, um, I can help you with the benefits and can you please tell me your name again?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] [PII] and he is a um the, the uh the 2nd person on the insurance. His mom is the subscriber.
[AGENT][POSITIVE] OK, thank you so much. And then what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is gonna be [PII].
[AGENT][NEUTRAL] And his policy number, please?
[CUSTOMER][NEUTRAL] Uh, it is going to be 02332588. M as in Mary, L as in Larry, and the number 8.
[AGENT][POSITIVE] OK, thank you so much, let me pull him in.
[CUSTOMER][NEUTRAL] And what was your name again?
[AGENT][NEUTRAL] OK. I do
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] And your last initial?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] You're welcome. I do see that [PII] does have an active policy. His effective date is for [PII].
[AGENT][NEUTRAL] And this is just to verify his coverage. It's not a guarantee of payment. He has a supplemental, he has a supplemental insurance policy that billed secondary to the primary. The policy helps with deductible, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] Of course. Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] He has a
[CUSTOMER][NEUTRAL] Is there a specific amount? Uh huh.
[AGENT][NEUTRAL] Yes, he has an inpatient benefit amount per calendar year of $4000 and then he also has an outpatient calendar year benefit amount of $2000.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[CUSTOMER][NEUTRAL] Is there a reference number for this call?
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Yes ma'am, you can use my name in today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much, [PII].
[AGENT][POSITIVE] Thank you, Miss [PII]. You have a good week and thanks for calling APL.
[CUSTOMER][NEUTRAL] You as well. Bye-bye.
[AGENT][NEUTRAL] Bye