AccountId: 011433970860
ContactId: d0571f38-3aca-485d-afb8-97ab9e397248
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190889 ms
Total Talk Time (AGENT): 72822 ms
Total Talk Time (CUSTOMER): 70197 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/d0571f38-3aca-485d-afb8-97ab9e397248_20250515T19:31_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I'm calling from the Children's Hospital in [PII].
[CUSTOMER][NEUTRAL] How are you?
[AGENT][NEUTRAL] I am fine, Miss [PII], and yourself?
[CUSTOMER][POSITIVE] I'm good thank you. I'm sorry, can I get your name again?
[AGENT][NEUTRAL] Yes, it's [PII], last initial [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and how may I assist you today? Oh, OK.
[CUSTOMER][NEUTRAL] I am calling to receive benefits.
[CUSTOMER][POSITIVE] Yeah, I was calling to receive benefits from a patient.
[AGENT][NEUTRAL] OK, I can verify benefits for you. And what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 02144068.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][NEUTRAL] OK. Let's see. I'm showing her effective date is [PII]. She is active on the policy and what benefits are needed for this patient?
[CUSTOMER][NEUTRAL] Um, I'm calling to get um benefits for, um, um, like, uh, Botox injections, but I have several JOs just to check.
[AGENT][NEUTRAL] Uh, what's the diagnosis code?
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] Sorry
[CUSTOMER][NEUTRAL] I believe it's this only a G24.
[CUSTOMER][NEUTRAL] 9
[CUSTOMER][NEUTRAL] Yeah, 324.9.
[AGENT][NEUTRAL] OK. Well, with this policy, uh, it's secondary. It helps with primary insurance deductible, co-pay, and or co-insurance for services in hospital or outpatient. Yes, ma'am. So, it would also depends on if it's covered by the primary.
[CUSTOMER][NEUTRAL] Oh, this is secondary.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But, um, and the place is serviced, but it could be covered under the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, they have you as, as, um, primary listed in the.
[CUSTOMER][NEUTRAL] And um the patient's chart, OK.
[AGENT][NEUTRAL] Oh, OK, yes ma'am, it's secondary only.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I will give the primary a call.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that will be all. Thank you so much.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too, bye bye.