AccountId: 011433970860
ContactId: b1b943d9-6eb7-48c7-aa82-3349614a648e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108830 ms
Total Talk Time (AGENT): 56559 ms
Total Talk Time (CUSTOMER): 36726 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/2025/05/20/b1b943d9-6eb7-48c7-aa82-3349614a648e_20250520T15:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I'm calling to verify benefits and eligibility.
[AGENT][NEUTRAL] All right. Happy to check benefits and eligibility. What's the patient's policy number?
[CUSTOMER][NEUTRAL] 01841150 M as in Mary, L as in Lima, the number 8.
[AGENT][NEUTRAL] All right, thank you. And then if I could get patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is [PII]. We are the members secondary insurance, so this will cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, so you guys covered at 100% or up to a certain amount?
[AGENT][NEUTRAL] Um, for outpatient benefits they do have a benefit max of $1000 for the calendar year and then inpatient is $2000.
[CUSTOMER][NEUTRAL] OK, so it's gonna be outpatient, so it's 1000 and how much has been satisfied out of that amount?
[AGENT][NEUTRAL] Let me check for you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It looks like the patient has the full amount remaining.
[CUSTOMER][NEUTRAL] Oh, so 0 M. OK, and no uh because it's secondary, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] All right, sir, may I have a reference number for the call?
[AGENT][NEUTRAL] Absolutely. Call reference is going to be my name with my last initial, then today's date. My name again is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] All right, thanks for the information.
[AGENT][POSITIVE] You're welcome have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.