AccountId: 011433970860
ContactId: c25277a6-2fc8-4cb5-924b-3f975dfb10d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204839 ms
Total Talk Time (AGENT): 109483 ms
Total Talk Time (CUSTOMER): 93609 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/c25277a6-2fc8-4cb5-924b-3f975dfb10d6_20250121T15:44_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Sorry [PII], I had you so sorry, this is [PII] calling from it's calling from Doctor [PII]'s office. I have a patient that's coming in to do a, uh, procedure in my office, and I just need to see if you guys pick up her, uh, deductible that she has on her insurance plan her her prior, her primary insurance plan, sorry.
[AGENT][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] OK, yeah, I can take a look at that and then I'm so.
[CUSTOMER][NEUTRAL] It's been a, it's been a morning.
[AGENT][NEUTRAL] It it is. Were you guys open yesterday or is this your first day back this week?
[CUSTOMER][NEUTRAL] Yes, oh no, we were here yesterday, but a lot of people were closed yesterday, so it's like trying to do catch up now, so.
[AGENT][POSITIVE] Oh goodness. We'll get through it.
[AGENT][NEUTRAL] Um, and I'm so sorry. I'm not sure if I caught it. Did you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] [PII], I understand perfect and what's a great callback number I can snack from you real quick?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yep it is [PII].
[AGENT][POSITIVE] Thank you. I really appreciate that, [PII]. And what's the policy number?
[CUSTOMER][POSITIVE] Yeah, no problem.
[CUSTOMER][NEUTRAL] I have 01721539 M as in Mary, L as in Larry 8.
[AGENT][POSITIVE] Thank you, thank you.
[AGENT][NEUTRAL] And would you be able to verify for me, pretty please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yep, it's [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Perfect. Thank you, thank you. And I do see Ms. [PII] here. She is current and active, but she does have an updated policy number. Would you like that?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] Alright, I show her policy number is going to be 2,489,430.
[CUSTOMER][NEUTRAL] OK, and there, that's all it is. That's just the policy number?
[AGENT][NEUTRAL] Mhm. And she's current and active. She's been effective since [PII] with this particular policy, and are we looking, were the benefits you were wanting outpatient benefits or inpatient? I just wanna make sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] It's done. It's a she's doing a colposcopy in our office, so I don't know if she has benefits that cover that or if it's only for hospital only.
[AGENT][NEUTRAL] OK, yeah, so she does have treatments in a physician's office listed as one of our outpatient benefits, and it looks like her outpatient individual maximum is $3000 per calendar year granted, that is just a verification of coverage and never a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so you guys cover up to the 1st 3000 and then she's responsible for the remaining.
[AGENT][POSITIVE] Yes, yeah, that's um her her maximum benefit with that one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, and can you give me your claims address because I don't seem to be able to find it in my system so I wanna make sure I have the right one.
[AGENT][NEUTRAL] Oh, yes.
[AGENT][NEUTRAL] No worries. Our claims address, um, you can make it out to APL claims, and it's gonna be [PII] 248,950, um, that's gonna be in [PII] City, [PII]. Our zip code here is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, alright, [PII], thank you so much for your help appreciate it.
[AGENT][POSITIVE] Hey, it's my pleasure. You have such a wonderful day and thanks for calling APL [PII]. Take care.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thanks. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.