AccountId: 011433970860
ContactId: bb87cd65-f397-405d-a6de-de1fede1e59a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174830 ms
Total Talk Time (AGENT): 74649 ms
Total Talk Time (CUSTOMER): 49124 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/bb87cd65-f397-405d-a6de-de1fede1e59a_20250317T14:29_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office to check eligibility and benefits.
[AGENT][NEUTRAL] OK. Your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] [PII] the direct line.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 02435030.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing claim status.
[CUSTOMER][NEUTRAL] No, benefits and eligibility.
[AGENT][NEUTRAL] OK, you're needing benefits?
[AGENT][NEUTRAL] OK. Is it for outpatient, inpatient or doctor's office?
[CUSTOMER][NEUTRAL] I need benefits for hospital, ambulatory surgical, it's outpatient surgery.
[AGENT][NEUTRAL] Outpatient, OK, I can help you with that. The effective date is [PII]. Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance.
[AGENT][NEUTRAL] Whatever the primary applies to their deductible, co-pay, or co-insurance only.
[AGENT][NEUTRAL] We'll pay up to $1500 per calendar year.
[CUSTOMER][NEUTRAL] Does the patient have any deductible out of pocket?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Is this a limited benefit plan?
[AGENT][NEUTRAL] Yes, it is a secondary insurance that coordinates with the primary.
[CUSTOMER][NEUTRAL] OK. So, like I just need to confirm, uh, like this patient have a limited benefit plan, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, thank you. And can you spell your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the call reference number?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK. Thank you. Have a great day.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day as well.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.