AccountId: 011433970860
ContactId: c605a69f-7906-4d1b-8080-bc11a85c770b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252949 ms
Total Talk Time (AGENT): 119106 ms
Total Talk Time (CUSTOMER): 80889 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/c605a69f-7906-4d1b-8080-bc11a85c770b_20250127T19:50_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from provider office to check on benefits and eligibility.
[AGENT][POSITIVE] Sure, I can assist you with eligibility and benefits, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, sure. The callback number is [PII], and it is a direct line.
[AGENT][NEUTRAL] OK, thank you. And you're calling from which facility or provider?
[CUSTOMER][NEUTRAL] Yeah, from the first Lady Henryo Doctor's Hospital.
[AGENT][NEUTRAL] OK. Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, sure. That will be 02560523.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] information
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, sure. The patient name will be [PII] and her date of birth will be on [PII].
[AGENT][NEUTRAL] Thank you. All right. And you said you need eligibility and benefits and what type of services being rendered?
[CUSTOMER][NEUTRAL] Uh, yes. Can I get benefits for hospital outpatient?
[AGENT][NEUTRAL] OK. OK. All right. And before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And we have an outpatient maximum of 1500 per cover person per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, thank you so much. And for clarification purpose, this plan is a Medicare supplement plan. Am I right?
[AGENT][NEUTRAL] No, this is a secondary supplemental plan to the major medical.
[CUSTOMER][POSITIVE] OK, yeah, I got it.
[CUSTOMER][NEUTRAL] And is there any benefits like deductible out of pocket?
[AGENT][NEGATIVE] Not with this one.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And is there any co-pay or co-insurance?
[AGENT][NEUTRAL] Not on this one. This is a secondary supplemental plan. So there's no co-payment for insurance and deductibles. We help with the co-payments coinsurance and deductibles from the major medical.
[CUSTOMER][POSITIVE] I got it, thank you so much. And is there any group name or group number?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, let me get that for you, one moment.
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, the group's name is.
[AGENT][NEUTRAL] Mechanicsville Medical Center.
[AGENT][NEUTRAL] With the group number of 23,790.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, can you please repeat again the group name?
[AGENT][NEUTRAL] OK, it's mechanic's bill.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Medical Center.
[CUSTOMER][NEUTRAL] You mean mechanic, Am I right? The first word will be?
[AGENT][NEUTRAL] Mechanics. It has an S. So it's M E C H A N I C S V I L L E.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I got it. Thank you so much. And can you please help me with your name and the correct spelling and the call reference number, if any?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date. The spelling of my name is [PII]. Last initial is [PII].
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, thank you so much. Thank you for all your assistance and patience. Have a great day.
[AGENT][POSITIVE] You as well thank you for calling APL. Have a good day, Miss [PII]. Bye bye.
[CUSTOMER][NEUTRAL] Yeah bye.