AccountId: 011433970860
ContactId: bcbd535f-4dcf-424f-b505-049c7695d077
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126290 ms
Total Talk Time (AGENT): 57751 ms
Total Talk Time (CUSTOMER): 60119 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/bcbd535f-4dcf-424f-b505-049c7695d077_20250410T17:35_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi sir, I'm calling from Digital Medical Imaging. I have a patient that's here and she has AMed as primary and American Public as a secondary. I was just calling to see, do it cover her co-pay and deductibles?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, let's take a look. Do you have her policy number?
[CUSTOMER][NEUTRAL] Um, would that be the group ID number?
[AGENT][NEUTRAL] Uh, it should be like a member c certificate number.
[CUSTOMER][NEUTRAL] Or the pay
[CUSTOMER][NEUTRAL] On the
[CUSTOMER][NEUTRAL] The payer ID?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mm, OK, it says insurance.
[AGENT][NEUTRAL] Starts with like a
[AGENT][NEUTRAL] 02 or 01?
[CUSTOMER][NEUTRAL] OK, yeah, outpatient benefits, OK, 02587.
[CUSTOMER][NEUTRAL] 225 ML 8.
[CUSTOMER][NEUTRAL] or something.
[AGENT][POSITIVE] All right, thank you for that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So patients active, effective date is [PII]. We are the members secondary insurance, so it does pick up deductible, co-pay, and co-insurance. Their outpatient benefit for the calendar year is 8700 on this plan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] They haven't used anything.
[CUSTOMER][POSITIVE] OK, thank you so much. Can I have a reference number for this call?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial than today's date. My name is [PII], which is [PII] Last initial is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, for [PII]. OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.