AccountId: 011433970860
ContactId: cbe3c3d8-0fde-439c-a163-172f25891170
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181460 ms
Total Talk Time (AGENT): 68671 ms
Total Talk Time (CUSTOMER): 82453 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/cbe3c3d8-0fde-439c-a163-172f25891170_20250521T17:49_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling IPL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, Miss [PII]. My name is [PII]. I can spell that for you. It's [PII]. I am calling from a provider's office to check benefits for one of our patients, please.
[AGENT][NEUTRAL] OK, and do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Yes ma'am, that phone number is [PII].
[AGENT][NEUTRAL] And how did you pronounce your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII], OK. Thank you. And do you have a policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02593316 M as in Mary, L as in Lima, the number 8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you're wanting benefits or claim status?
[CUSTOMER][NEUTRAL] Yes, this is benefits. Um, patient has come in for a procedure this month and he's wanting to use this as secondary to his primary insurance, which is, um, excuse me, UnitedHealthcare. So we're trying to find out if you guys pick up the deductible or how does this plan work.
[AGENT][NEUTRAL] OK, I can help you with that. Is it for outpatient inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Outpatient um hospital ambulatory surgery center.
[AGENT][NEUTRAL] OK, the effective date is [PII]. Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This policy does coordinate with his primary insurance. What they apply to their deductible, co-pay or co-insurance for outpatient will pay up to $500 per calendar day.
[CUSTOMER][NEUTRAL] And he hasn't used are you able to tell if he used the benefit as yet?
[AGENT][NEUTRAL] It's per calendar day, so no, ma'am, he has not.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, thank you that's what we needed to find out. Do you guys get reference numbers for these calls?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No ma'am you were very helpful thank you so much for your time.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you