AccountId: 011433970860
ContactId: b3d2e707-1d49-4be8-9215-4da81d1b3422
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175660 ms
Total Talk Time (AGENT): 69873 ms
Total Talk Time (CUSTOMER): 41960 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/b3d2e707-1d49-4be8-9215-4da81d1b3422_20250606T14:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yes, good morning, my name is [PII] and I'm calling to check patients eligibility and benefits.
[AGENT][POSITIVE] I can help you with eligibility and benefits, [PII]. Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] That will be [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 01868793
[AGENT][NEUTRAL] OK give me just a moment to look that up.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Give me just a moment while I look that up.
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][NEUTRAL] Can you, uh, I get you to verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth? [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] I'm showing that this policy is active with an effective date of [PII].
[AGENT][NEUTRAL] This is secondary gap insurance.
[AGENT][NEUTRAL] And was there a specific benefit you needed?
[AGENT][NEUTRAL] Or just inpatient, outpatient?
[CUSTOMER][NEUTRAL] This would be for outpatient.
[CUSTOMER][NEUTRAL] And I think she's a secondary, right?
[AGENT][NEUTRAL] Yes, this is the secondary insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does this apply to any deductible or out of pocket?
[AGENT][POSITIVE] Yes, this, uh, this policy helps cover co-pay, co-insurance, and co-deductible.
[CUSTOMER][NEUTRAL] OK, so it does pick up the primaries.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, um, and this is just a verification of benefits, not a guarantee of payment. I'm showing that there's an outpatient benefit maximum of up to $2550 per calendar year with a $0 outpatient deductible, $0 emergency room deductible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK ma'am.
[AGENT][NEUTRAL] And was there anything else?
[CUSTOMER][NEUTRAL] No ma'am, that'll be it.
[AGENT][POSITIVE] Right. Well, if that's all, uh, I hope you have a great day and thank you so much for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye.