AccountId: 011433970860
ContactId: c8ef866d-e768-46e0-b81c-5c4b764e3101
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187619 ms
Total Talk Time (AGENT): 65572 ms
Total Talk Time (CUSTOMER): 96697 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/c8ef866d-e768-46e0-b81c-5c4b764e3101_20250423T17:58_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, good afternoon, [PII]. My name is [PII]. I'm calling from Bird Health North Patient Financial Services. May I please have the first initial of your last name?
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] And mine is [PII]. Um, I was just calling, um, OK, I think I called you and the information is right in front of me, um.
[AGENT][NEUTRAL] Oh, it's OK.
[CUSTOMER][NEUTRAL] Oh my, let me just make sure, effective from date is OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It seems I have it, but just in case, uh, I just wanted to confirm uh benefits and eligibility for a patient.
[AGENT][NEUTRAL] OK, um, and [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Oops, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alrighty, and then the member's policy number whenever you're ready.
[CUSTOMER][NEUTRAL] The member's policy number is 024.
[CUSTOMER][NEUTRAL] 56724.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, members, first name, sorry, one name [PII] and date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and what type of policy is this? Is this like a supplement?
[AGENT][NEUTRAL] Um, let me see, I believe it is. Let me double check. Hold on one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Yes, this is a supplemental gap insurance. Um, so we apply to the co-pay, deductible and co-insurance of coverage charges after um United Healthcare.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, so you cover the co-insurance, co-pay.
[CUSTOMER][NEUTRAL] After United Healthcare insurance phase.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] You said a third thing, co-insurance, co-payment, and what else? I'm sorry?
[AGENT][NEUTRAL] Co-insurance, co-pay and deductible.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] Covers co-insurance copay and deductible after United Healthcare Insurances. OK, no problem. Thank you so much for your help. Is there a reference number for this call?
[AGENT][NEUTRAL] Um, so there's no call reference number, but you can use my name in today's date. The, oh, I have to get the first initial, sorry.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, no problem. Thank you so much for your help, [PII].
[AGENT][NEUTRAL] Alright, [PII] was
[AGENT][POSITIVE] You're welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Same to you thank you bye.
[AGENT][POSITIVE] Thank you. Bye-bye.