AccountId: 011433970860
ContactId: c24cfeb8-b50d-4008-8de0-76a4c1a7aa60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243479 ms
Total Talk Time (AGENT): 101318 ms
Total Talk Time (CUSTOMER): 101460 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/c24cfeb8-b50d-4008-8de0-76a4c1a7aa60_20250114T17:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII], and I need to verify a patient uh patients eligibility and benefits.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits, and you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][POSITIVE] OK, thank you so much and then what is your call back number please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and can I get the patient's name?
[CUSTOMER][NEUTRAL] Pension's name?
[CUSTOMER][NEUTRAL] Give me one second, I just lost it. [PII], [PII].
[AGENT][NEUTRAL] OK, and then what is [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] Mm, bear with me please.
[CUSTOMER][NEUTRAL] 016.
[CUSTOMER][NEUTRAL] 593-556.
[AGENT][NEUTRAL] OK, let me pull that policy in real quick for us.
[AGENT][NEUTRAL] OK, looking at this policy, [PII] does not have an active policy. The policy lapsed on [PII], but I'm going to check to see if he has another policy that might be active.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. He does. Let me give you that policy number.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] It's 250-572-7.
[AGENT][NEUTRAL] And the
[CUSTOMER][NEUTRAL] 250-5727
[AGENT][NEUTRAL] Yes, that's correct. And his effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is just to verify his coverage. It's not a guarantee of payment. He has a supplemental insurance policy, a gap policy that helps with deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] He has an inpatient calendar year benefit amount of $7900.
[AGENT][NEUTRAL] And he also has an outpatient calendar year amount of $2500.
[CUSTOMER][NEUTRAL] specialist.
[CUSTOMER][NEUTRAL] OK, so the outpatient you say is 2500 and 7900 is the other benefit.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and you mentioned that this.
[CUSTOMER][NEUTRAL] Um, gap insurance will cover his co-payment, his co-insurance, or the deductible from the main insurance.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I like OK.
[CUSTOMER][NEUTRAL] In that case, may I have a reference number for the call please?
[AGENT][NEUTRAL] Yes ma'am, you can use my name and today's date.
[CUSTOMER][NEUTRAL] Can I have your name again please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] in today's date, OK, 30, the the 7, the 7900 benefit that that impatient.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I just want to make sure.
[CUSTOMER][POSITIVE] OK Ty thank you so much for your assistance.
[AGENT][POSITIVE] You're very welcome you have a wonderful day and thank you so much for calling APR.
[CUSTOMER][NEUTRAL] Same to you.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.