AccountId: 011433970860
ContactId: b6ec6e43-c319-4d07-91d3-41d04833e317
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229600 ms
Total Talk Time (AGENT): 112397 ms
Total Talk Time (CUSTOMER): 48111 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/b6ec6e43-c319-4d07-91d3-41d04833e317_20250402T19:53_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, um, good afternoon. I, I call you to verify eligibility and outpatient benefits for the patient.
[AGENT][NEUTRAL] OK, you're needing eligibility and outpatient benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am, I can help you. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII] last initial.
[AGENT][POSITIVE] Thank you, and I feel your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] 02473122.
[AGENT][NEUTRAL] Thank you one moment while I get the member's information pulled up please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hi [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So I do show excuse me, that she is the subscriber on the supplemental policy and the supplemental policy is active with an effective date of [PII].
[AGENT][NEUTRAL] And again you just say you're needing outpatient benefit.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so she has an outpatient and a maximum of $300 per calendar day for covered outpatient services, and there is no outpatient deductible per covered person per calendar day.
[CUSTOMER][NEUTRAL] OK. $300 per day. Oh, uh-huh.
[AGENT][NEUTRAL] And it's [PII] I believe.
[AGENT][POSITIVE] Yes, ma'am. Uh-huh. And I believe you are.
[CUSTOMER][POSITIVE] Oh nice.
[AGENT][NEUTRAL] That is correct, $300 per calendar day, but I believe you already know about the other couple of things I was just gonna tell you, so you know that we do have to have a copy of the primary insurance company's explanation of benefits along with the claim, and then you have our portal website too, don't you secure. [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, I know.
[CUSTOMER][NEUTRAL] OK, any reference number?
[AGENT][NEUTRAL] My name and today's date and the first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] You said [PII] correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Thank you. I appreciate it.
[AGENT][POSITIVE] You're welcome. Yes, so see you, it's my pleasure. Is there anything else?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] I can help you with today?
[CUSTOMER][POSITIVE] No, no, no. Thank you so much.
[AGENT][POSITIVE] OK. Well, thank you again for calling AP. I hope you have a great rest of your day. You're welcome.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.