AccountId: 011433970860
ContactId: aef58a5a-0be7-45f6-9478-414068958eca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189880 ms
Total Talk Time (AGENT): 97667 ms
Total Talk Time (CUSTOMER): 74140 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/aef58a5a-0be7-45f6-9478-414068958eca_20250326T17:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good morning, is it [PII] or [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I see. Alright. Hi [PII], this is [PII] and I'm calling for uh provider [PII].
[CUSTOMER][NEUTRAL] I just need help on uh checking benefits.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, direct line is [PII].
[AGENT][POSITIVE] Thank you. And can you spell your first name for me, please?
[CUSTOMER][NEUTRAL] Sure, it's [PII]. Last name's initial is [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it's [PII] and the date of birth is [PII] and the policy number is 02604091.
[AGENT][NEUTRAL] OK, let me pull that policy up for us real quick.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. His effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is just to verify his benefits. It's not a guarantee of payment. This is a supplemental insurance policy. Uh, it helps.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK, so secondary insurance.
[AGENT][POSITIVE] Right. It helps with deductible, co-pay, and co-insurance for sickness or injury.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] He has an inpatient benefit amount for of $2500 and then he has an outpatient benefit amount of per calendar day of $250.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, this is for um actually a checking benefits for outpatient, uh, mental health.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look at this then.
[CUSTOMER][NEUTRAL] Yeah and um yeah.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] Yes ma'am, I'm looking to see.
[AGENT][NEUTRAL] He does have outpatient benefits for treatment of mental or emotional disorder.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] On this policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, and where do we submit the claims? like what what's the peer ID?
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] APL. OK, what else do I need? I think that's it. Can I just get a reference number, [PII]?
[AGENT][NEUTRAL] Yes, yes, ma'am. You can use my name and today's date.
[CUSTOMER][POSITIVE] OK, that's it all right perfect all right thank you.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with, Ms. [PII], before we go?
[CUSTOMER][POSITIVE] No, that's it thanks a lot.
[AGENT][POSITIVE] Alright, well you have a wonderful day and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye-bye.