AccountId: 011433970860
ContactId: b1daca8b-9233-449e-9adc-4cc0562f29ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172509 ms
Total Talk Time (AGENT): 95289 ms
Total Talk Time (CUSTOMER): 65248 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/b1daca8b-9233-449e-9adc-4cc0562f29ce_20250617T18:28_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] For calling APL. This is. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, how are you? My name is [PII]. I'm calling from Buena Vista Urgent Care in the state of [PII]. Just need to verify that this, um, supplement picks up the copay or deductible on the primary insurance.
[AGENT][POSITIVE] OK, [PII], I'll be glad to help you. Give me a good policy number.
[CUSTOMER][NEUTRAL] And the policy number is.
[CUSTOMER][NEUTRAL] Um, like the benefit certificate number, is that what you're looking for?
[AGENT][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, alright, so it's 02473385 M for Mike, L for Lima, and the number 8.
[AGENT][POSITIVE] All right, [PII], thank you so much for that information. Now while I'm pulling this up for you, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, [PII]. Thank you for all that information. Now, your patient's name and date of birth.
[CUSTOMER][NEUTRAL] This is for [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you for that, [PII]. Looks like [PII] is dependent on this medical supplemental plan. I do show his original effective date is [PII]. Patient is current and active, but I must advise that verification of coverage is not a guarantee of payment on the claim, but you did say you want urgent care outpatient benefits, correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, let me get that benefit pack pulled up. Now, of course, what we are, it's just his medical supplemental plan. So the only thing that we would pick up and pay on for sickness and injury is anything that is applied towards your deductible co-pay or coinsurance as his primary insurance carrier. Now the outpatient benefit here, he has no deductible, no pre-cert, and a $300 benefit payable per calendar day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it's up to, so this supplement picks up the deductible?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Deductible co-pay or co-insurance up to that $300 max. Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] 2 $300 max. Perfect. Can I have a reference number for our call today?
[AGENT][NEUTRAL] Well, is that all that I can help answer for you today, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All righty. Well, we don't give, um,
[AGENT][NEUTRAL] Reference number is great, but you can use my name in today's date and my name is [PII] spelled [PII], OK?
[CUSTOMER][POSITIVE] Alright, thank you so much [PII] have a good one.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Ma'am, you as well, [PII]. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Bye bye.