AccountId: 011433970860
ContactId: bf59996d-bc1a-44b2-952e-05d818e4262a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182539 ms
Total Talk Time (AGENT): 64104 ms
Total Talk Time (CUSTOMER): 85095 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/bf59996d-bc1a-44b2-952e-05d818e4262a_20250619T16:53_UTC.wav
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[CUSTOMER][NEUTRAL] guests to help but but.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, [PII]. Uh, my name is [PII]. I'm calling on behalf of a patient that I have here at my facility. Um, I wanna verify his benefits.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility. What's the policy number?
[CUSTOMER][NEUTRAL] The policy number is 02475961.
[AGENT][NEUTRAL] OK, thank you. And then for documentation, do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. What is the patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, his first name is [PII], last name [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So [PII] is active. Effective date on here is going to be [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For the member's secondary insurance, so this would cover deductible, co-pay, co-insurance that the primary doesn't. They do have an outpatient benefit max for the year, which is 1500.
[CUSTOMER][NEUTRAL] OK, hold on, let me write this down uh shoot, hold on.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, so the secondary.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Covers, you said co-pays?
[AGENT][NEUTRAL] Uh, deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] And coin insurance. OK. And his, you said 1500?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 1500 is the calendar year max, yes.
[CUSTOMER][NEUTRAL] OK, and that's it, right?
[AGENT][NEUTRAL] Mhm. Correct, yeah.
[CUSTOMER][NEUTRAL] OK, and you said it's an active plan.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Um, can I please have your reference number?
[AGENT][NEUTRAL] Absolutely. Call references my name with today's date. My name again is [PII], that's [PII], last initial [PII], and then today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. I do just wanna verify, clarify really, really quickly. Um, you said that the secondary covers whatever the primary doesn't, which includes copays, deductible, and co-insurance, 1500 calendar year max.
[AGENT][POSITIVE] Mhm, correct.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, and um, does he, has he used any of his 1500 or it's intact?
[AGENT][NEUTRAL] I don't
[AGENT][NEUTRAL] I don't show anything has been used for the year.
[CUSTOMER][POSITIVE] OK, perfect. All righty. Thank you so much then.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.