AccountId: 011433970860
ContactId: d2a1e8da-79f3-41d5-949b-15c00108777a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129508 ms
Total Talk Time (AGENT): 51268 ms
Total Talk Time (CUSTOMER): 51295 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/d2a1e8da-79f3-41d5-949b-15c00108777a_20250516T17:14_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] For calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to verify benefits and eligibility.
[AGENT][NEUTRAL] OK, I can help you with benefits and eligibility. Do you have a, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yeah, 022 03932. M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] I'm [PII] [PII].
[AGENT][POSITIVE] OK, thank you. And I show her policy is active and effective [PII].
[AGENT][NEUTRAL] Is this gonna be for outpatient benefits or?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, outpatient ambulatory, yes.
[AGENT][NEUTRAL] OK. This is not a guarantee of payment. It's a basic outline of the policy.
[AGENT][NEUTRAL] Uh, looks like she's got a calendar year maximum benefit payable of 6000.
[CUSTOMER][NEUTRAL] So, you guys are secondary, correct?
[AGENT][NEUTRAL] We are, yes.
[CUSTOMER][NEUTRAL] So you cover up to 6000 per year.
[AGENT][NEUTRAL] Yes, after a primary has processed the claims, so that could potentially pick up deductible, co-pay or co-insurance of primary.
[CUSTOMER][NEUTRAL] Oh, alrighty, and no office is required, correct?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. Um, has she satisfied anything as yet out of the 6000?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] I don't show anything's been utilized this year.
[CUSTOMER][NEUTRAL] OK then. All right. And um may I have a reference number for the call?
[AGENT][NEUTRAL] The reference number is my name, [PII], first initial to last name [PII], and today's date. And anything else I can help with [PII]?
[CUSTOMER][POSITIVE] No, [PII], thanks for your help.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.