AccountId: 011433970860
ContactId: d4760e27-f3ce-4750-bb1f-10856645ff93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143220 ms
Total Talk Time (AGENT): 78933 ms
Total Talk Time (CUSTOMER): 52092 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/d4760e27-f3ce-4750-bb1f-10856645ff93_20250624T14:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Are
[CUSTOMER][NEUTRAL] Hi, good morning, ma'am. My name is [PII]. I'm calling from Doctor [PII]'s office. I wanted to know eligibility and benefits for one of our patients.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility benefits for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII] uh um yes [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02 24 35 12.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. So this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and we really need to look at inpatient or outpatient benefits for this number.
[CUSTOMER][POSITIVE] Impatient.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims.
[AGENT][NEUTRAL] That inpatient benefit is $2550 per calendar year. If you'll give me one moment, I'll go ahead and double check to see if any of that has been used.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, none of that inpatient benefit has been used so far this year.
[CUSTOMER][NEUTRAL] OK, and then you said this patient picks up picks up the primary co-pay?
[AGENT][NEUTRAL] Correct, co-pay, deductible and co-insurance.
[CUSTOMER][NEUTRAL] And uh.
[CUSTOMER][NEUTRAL] Can I get a payer ID for this insurance?
[AGENT][NEUTRAL] Yes, that is 60801.
[CUSTOMER][NEUTRAL] And then a reference number ma'am.
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] No, that'll be it thank you so much for your help.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Likewise have a good day bye bye.
[AGENT][POSITIVE] Thanks. Bye bye.