AccountId: 011433970860
ContactId: b1d37a52-f77b-4364-b330-4b447b0639f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191320 ms
Total Talk Time (AGENT): 63560 ms
Total Talk Time (CUSTOMER): 82234 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/b1d37a52-f77b-4364-b330-4b447b0639f7_20250513T20:02_UTC.wav
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[AGENT][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I, uh, I I just have a question regarding a patient's benefits.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] Uh yes, this is [PII] last [PII] [PII]
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Mhm, it's [PII].
[AGENT][NEUTRAL] And you're with the provider?
[CUSTOMER][NEUTRAL] Yeah, but
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK. And do you have the policy number?
[CUSTOMER][NEUTRAL] That'd be 01812666 ML 8.
[AGENT][NEUTRAL] Thank you, [PII], hold on one moment please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were needing benefits?
[CUSTOMER][NEUTRAL] Uh, yes, I have, yeah, I have benefits and I have a question regarding them.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII].
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Any benefits given over the phone? It's not a guarantee of payment? Is it for outpatient inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Um, outpatient inventory.
[AGENT][NEUTRAL] OK, this policy coordinates with the primary insurance.
[AGENT][NEUTRAL] Whatever the primary applies to their deductible, co-pay or co-insurance only we'll pay up to $1000 per calendar year.
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] And at this moment do they still have the whole 1000 remaining?
[AGENT][NEUTRAL] Hold on just a moment, I'll check for you.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Yes, they haven't used anything for this year.
[CUSTOMER][NEUTRAL] I can
[CUSTOMER][NEUTRAL] OK and then um.
[CUSTOMER][NEUTRAL] I'm, I'm not sure they, they mentioned they gave their secondary to a different facility last week, but it hasn't been charged yet, so but they're coming to our facility on Friday.
[CUSTOMER][NEUTRAL] So in that case.
[AGENT][NEUTRAL] Whoever gets a claim here first.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Get to it first, yeah, they claim to it first.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I just wanted to make sure.
[CUSTOMER][NEGATIVE] Alright, no problem, and, and it didn't, it didn't show you guys that um she has anything like pending that they're gonna charge you. They haven't sent anything out yet at all.
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][POSITIVE] OK alright I'll let them know thank you.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, no, that would be all. I just wanted to clear like clear that up because it's like a little bit confusing.
[AGENT][POSITIVE] Yes, sir. Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Alright thank you so much you too take care.
[AGENT][NEUTRAL] Mhm. Bye bye.
[CUSTOMER][NEUTRAL] Alright