AccountId: 011433970860
ContactId: b8a584b7-2221-4527-a9fe-b8717d16ef45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192059 ms
Total Talk Time (AGENT): 88354 ms
Total Talk Time (CUSTOMER): 56513 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/b8a584b7-2221-4527-a9fe-b8717d16ef45_20250610T12:51_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. I'm calling to verify benefits for a patient.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] 02419389 ML 8
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. [PII].
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, she does have a new policy number.
[AGENT][NEUTRAL] And her new policy number is.
[AGENT][NEUTRAL] 025564.
[AGENT][NEUTRAL] 92.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm. No problem. And the effective date on this policy was [PII]. The policy is still active.
[AGENT][NEUTRAL] And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient benefits.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 8700 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] Um, how much is remaining?
[AGENT][NEUTRAL] Um, well, so far she's used $70 this year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] $70.
[CUSTOMER][NEUTRAL] And with this new policy number that you provided me, there's no ML at the end?
[AGENT][NEUTRAL] Um, well, there is one, but we don't use that to process claims. So you'll just need the um numeric portion.
[CUSTOMER][NEUTRAL] Oh OK, um, OK.
[CUSTOMER][NEUTRAL] I'm not, because I don't know if to leave the ML8 on there for, you know, as the policy number in the, in our system.
[AGENT][NEUTRAL] Well, yeah, you can add the MLA.
[CUSTOMER][NEUTRAL] OK, and is there a reference number for the call?
[AGENT][NEUTRAL] Yes, ma'am. So the reference number, you can use my name and today's date. My name is Evie. It's spelled [PII] Last initial is M like [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No thank you so much. I hope you have a wonderful day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome.