AccountId: 011433970860
ContactId: c9b5d35b-1ee9-4c55-9a9f-26b548d2aa57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185029 ms
Total Talk Time (AGENT): 60949 ms
Total Talk Time (CUSTOMER): 68399 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/c9b5d35b-1ee9-4c55-9a9f-26b548d2aa57_20250520T12:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? I'm calling about a patient that we have at our office, Gia Marquetti. I just wanted to see about benefits and eligibility.
[AGENT][POSITIVE] All right, I can definitely help you with the eligibility and benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII]. Um, I'm calling your secondary insurance to verify it, OK?
[AGENT][NEUTRAL] And may I have the member's
[CUSTOMER][NEUTRAL] You can go ahead and take it yeah I just wanted to let you know.
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[AGENT][NEUTRAL] It's OK. May I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Would it be the payer ID or would it be the in hospital benefits cert number?
[AGENT][NEUTRAL] Um, the benefit er number.
[CUSTOMER][NEUTRAL] OK, I got you. 01484.
[CUSTOMER][NEUTRAL] 256.
[CUSTOMER][NEUTRAL] ML 8
[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] I
[CUSTOMER][NEUTRAL] Yeah, the member's first name is [PII] is the full name.
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Date of birth is, give me one sec.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Date of birth I have [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active, it's been effective since [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Um, I need to go over specialist co-payment and office visit.
[AGENT][NEUTRAL] OK, so we don't apply co-pays, we pay towards the copay, deductible and co-insurance coverage charges after primary. So for outpatient, the policy will pay up to $2500 per calendar year.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Got you. Can you tell me where they're at now?
[AGENT][NEUTRAL] There's
[AGENT][NEUTRAL] Sure, hold on one moment.
[CUSTOMER][NEGATIVE] I'm so upset about
[CUSTOMER][NEUTRAL] Who got that that buddy was there when I came back.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Somebody need anything?
[CUSTOMER][NEUTRAL] You already know this, you.
[AGENT][NEUTRAL] She's used $89.54. She has $2410.46 left for the year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. That's all I needed to know.
[AGENT][POSITIVE] All right, well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Of course you too.
[AGENT][NEUTRAL] Bye bye.