AccountId: 011433970860
ContactId: b284db15-60f1-40a6-97c8-15d23260dec6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140509 ms
Total Talk Time (AGENT): 67710 ms
Total Talk Time (CUSTOMER): 41754 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/b284db15-60f1-40a6-97c8-15d23260dec6_20250411T15:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII]. I'm calling to get benefits on the patient's plan, please.
[AGENT][NEUTRAL] OK, I can help you with the benefits, [PII]. May I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII] direct line policy number 60801.
[AGENT][NEUTRAL] So that's our payer ID. Do you have the member's ID card available?
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK, so you're looking for the policy certificate number.
[CUSTOMER][NEUTRAL] Oh, OK, so it's gonna be 202-574-321 ML 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Hold on
[CUSTOMER][NEUTRAL] L8 um patient's name is [PII].
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Uh, just to see if it covers, um, the patient's co-pay from the primary.
[AGENT][NEUTRAL] Would it be outpatient or inpatient?
[CUSTOMER][NEUTRAL] It's outpatient service.
[AGENT][NEUTRAL] Alright, so for outpatients, the benefit is up to $750 per calendar day. We apply towards the copay, deductible and co-insurance of covered charges after primary up to that $750.
[CUSTOMER][POSITIVE] Perfect, per day, correct?
[AGENT][POSITIVE] Correct. Mhm.
[CUSTOMER][NEUTRAL] All right, can I have a reference number for the call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. Again, that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] OK.