AccountId: 011433970860
ContactId: cb58ed0b-d094-4089-9a54-0ee74d522157
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173710 ms
Total Talk Time (AGENT): 96729 ms
Total Talk Time (CUSTOMER): 40580 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/cb58ed0b-d094-4089-9a54-0ee74d522157_20250402T15:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling um for a patient just to check secondary insurance benefits for outpatient.
[AGENT][POSITIVE] Alright, [PII]. I'll be glad to help you go and give me your policy number, please.
[CUSTOMER][NEUTRAL] Yes, the policy number is 02550837.
[AGENT][NEUTRAL] Alrighty, thank you for that information, [PII]. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for that information. Now, your patient's name and date of birth today please, ma'am.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Alright, it looks like, thank you for that. Looks like he is the insured on this medical supplemental plan. They show the original effective date is [PII]. Patient is current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you want some type of outpatient benefit. Is that correct, [PII]?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, what's he have done?
[CUSTOMER][NEUTRAL] Yes, the patient's getting an X-ray.
[AGENT][NEUTRAL] And where is it gonna be done at?
[CUSTOMER][NEUTRAL] It's gonna be outpatient.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Get that benefit pack pulled up. Give me just a moment.
[AGENT][NEUTRAL] Bear with me, my computer is wanting to see it, so bear with me. OK, here we go. Alright, it looks like, and of course what we are is the medical supplemental plan. So the only thing that we would pick up and pay on is anything for sickness and injury that is applied towards patient deductible copay or co-insurance. Now the outpatient benefit here is no pre-cert, no deductible, and they have a $3000 benefit payable outpatient benefit.
[CUSTOMER][NEUTRAL] OK, and have they used any of the 3000?
[AGENT][NEUTRAL] Well, let's see. Now, ma'am, nothing as of today.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] All righty. Is that all I can help you with today?
[CUSTOMER][NEUTRAL] And can I get the first initial of your last name?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am, it's oh [PII].
[CUSTOMER][POSITIVE] Thank you so much. Have a great day.
[AGENT][POSITIVE] [PII]. Well, thank you for calling APO and you have a great rest of your day as well.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.