AccountId: 011433970860
ContactId: c102a7aa-6f3c-44f1-846f-72fff1427c6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243830 ms
Total Talk Time (AGENT): 116077 ms
Total Talk Time (CUSTOMER): 78588 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/c102a7aa-6f3c-44f1-846f-72fff1427c6d_20250103T15:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from a facility.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi, Ms. [PII]. Good morning. Um,
[AGENT][NEUTRAL] What is your callback number please just in case our call is dropped.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much. How can I help you today?
[CUSTOMER][NEUTRAL] Um, I'm just calling to verify a patient's plan.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits, Ms. [PII]. Can I get the patient's name?
[CUSTOMER][NEUTRAL] Uh, yes. First name [PII], last name [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his policy number, please?
[CUSTOMER][NEUTRAL] Um, the policy number I have is
[CUSTOMER][NEUTRAL] I have quite a few. I'm not sure which one the right one is, but um 60801.
[AGENT][NEUTRAL] OK, that's our payer ID number to send the claims electronically.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It might start with a 2.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Or 02
[AGENT][NEUTRAL] Or 01.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] I have two different ones that start with 02, so I'm not sure which one is the right one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you can give me one of them and I'll pull it and see which one's active.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, um, I have 02406368.
[CUSTOMER][NEUTRAL] ML 7.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, this is an active policy. I do show that uh [PII] is effective on [PII].
[AGENT][NEUTRAL] And this is just to verify benefits it's not a guarantee of payment. He has a supplemental insurance policy that's secondary to the primary.
[AGENT][NEUTRAL] It helps with deductible, co-pay, co-insurance. He has an inpatient benefit amount of $3000 and he also has an outpatient benefit amount of $3000 per calendar year.
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] Would you guys help cover his deductible, or no, he would have to cover his primary deductible before you guys cover anything else?
[AGENT][NEUTRAL] So what the way that it works is um.
[AGENT][POSITIVE] It does help with deductible copay or co-insurance.
[AGENT][NEUTRAL] He sends in the when the name is sent in the from the primary needs to be sent in also and then the examiners look at it from there, uh.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] But that's what this policy is for, is to help with deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, perfect. Um, is there a reference number that I can, um, notate for this?
[AGENT][NEUTRAL] Yes
[AGENT][POSITIVE] Absolutely, you can use my name. It's [PII] and today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect. Um, thank you so much.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful day, Ms. [PII]. Thank you so much for calling APL.
[CUSTOMER][POSITIVE] You, you too. Thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye, ma'am.