AccountId: 011433970860
ContactId: cd38d658-98fb-41f0-ad2b-63fa0c2cae1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146410 ms
Total Talk Time (AGENT): 69618 ms
Total Talk Time (CUSTOMER): 45600 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/cd38d658-98fb-41f0-ad2b-63fa0c2cae1c_20250107T19:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm calling from Plant City Primary to verify benefits on the patient.
[AGENT][POSITIVE] OK, I'm happy to verify benefits today. Do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number, let's see, uh, let's see, I see a group number here let me.
[CUSTOMER][NEUTRAL] Look somewhere else for the first one. OK, I found it is 202-369-708 ML.
[AGENT][POSITIVE] Alright, thank you for that. Let me just pull this up here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh [PII] date of birth is [PII].
[AGENT][POSITIVE] All right. Thank you so much. OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it looks like [PII] does have an active plan with us. The effective date on it is [PII]. It is a different policy number. Do you need that number?
[CUSTOMER][POSITIVE] Uh yes please.
[AGENT][NEUTRAL] So that policy number is gonna be 02518158.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what are the benefits for uh primary care physician office visit?
[AGENT][NEUTRAL] All right, so let's see here. So this is the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance that their primary does not.
[AGENT][NEUTRAL] It looks like their outpatient benefit on this plan is a max of 6,075 for the calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and can I get a reference number for the call?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial than today's date. My name again is [PII] spelled [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] OK, you said today's date. OK, alright, [PII], thank you so much for your help.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.