AccountId: 011433970860
ContactId: c548d918-94a3-458d-b36d-1647e9875c30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203860 ms
Total Talk Time (AGENT): 89625 ms
Total Talk Time (CUSTOMER): 87974 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/c548d918-94a3-458d-b36d-1647e9875c30_20250326T21:23_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] How you doing, ma'am? My name is [PII]. I'm calling from Baton Rouge Orthopedic Clinic. I was calling to verify benefits for a patient.
[AGENT][POSITIVE] OK, I can definitely help you with the benefits and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] Um, 2, I'm sorry, 02517379.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing the policy is no longer active. It was effective from
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, [PII], it's showing as lapsed, but the lapse date is [PII], so it's still a few more days.
[CUSTOMER][NEUTRAL] OK, so she's on the active until [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's see. Uh, does she have a specialist copay?
[AGENT][NEUTRAL] Let me see. So this is the secondary policy, so we pay towards the copay, deductible and co-insurance after primary.
[CUSTOMER][NEUTRAL] Oh this is secondary, hmm, OK, because we don't have a primary on file for. OK, got it.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Let me see who it is.
[AGENT][NEUTRAL] Primary, hold on, let me make sure that's the right group.
[CUSTOMER][NEUTRAL] And she doesn't, uh-huh.
[AGENT][NEUTRAL] Alright, so it's listed as Allstate benefits?
[CUSTOMER][NEUTRAL] Mm, not sure what that is. I have to find out. Uh, I might have to just wait till she come in to see.
[AGENT][NEUTRAL] Yes, she should have an ID card because this is through her employer and the second is second only to that one, only to Allstate benefits. So hopefully she'll have a card if she comes in because I don't have it.
[CUSTOMER][NEUTRAL] OK, so her party is, uh, OK, OK, sounds good. Yeah, we just might have to wait till she comes in.
[CUSTOMER][NEUTRAL] OK, hm, alright, good to know.
[AGENT][NEUTRAL] Is she coming in before [PII]?
[CUSTOMER][NEUTRAL] She actually comes in on the [PII], so it's the day before April.
[AGENT][NEUTRAL] Well, it's still active. Did you want me to give you the um the benefits? Did you need any particular benefits?
[CUSTOMER][NEUTRAL] Well, I mean, I, I was gonna have to say yes to that at first, but now I know she has a primary and it's a secondary, then no, we could just go by the what's on the primary, so, no. You said the uh active date was.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] The primary has its own benefits.
[CUSTOMER][NEUTRAL] Right, right. And you said her um active date was from [PII] of this year, correct?
[AGENT][NEUTRAL] Our
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Make sure I put that into the chart.
[AGENT][NEUTRAL] So you don't need her secondary secondary benefits. I just want to make sure because they're different.
[CUSTOMER][NEUTRAL] No, ma'am, I don't, I don't.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, I think I got everything I needed.
[AGENT][POSITIVE] Alright, [PII]. Well, thank you so much for calling APL. I hope you have a great evening.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] OK.