AccountId: 011433970860
ContactId: d51c2d92-f1e6-4714-98f1-664206a95dc2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193220 ms
Total Talk Time (AGENT): 96579 ms
Total Talk Time (CUSTOMER): 56978 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/d51c2d92-f1e6-4714-98f1-664206a95dc2_20250204T22:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hello, my name is [PII], and I am calling just to get eligibility on the patient.
[AGENT][NEUTRAL] OK, [PII], I can give you eligibility. Can you please give me your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. What is the patient's name?
[CUSTOMER][NEUTRAL] This will be for [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then her policy number, please?
[CUSTOMER][NEUTRAL] That'll be 1514682.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] Now if I go
[AGENT][NEUTRAL] OK, and then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Texas digestive specialist.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Looking at this policy for [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, let me get on the right page here.
[AGENT][NEUTRAL] Uh, I do show that this policy is no longer active as of [PII].
[AGENT][NEUTRAL] But let me check to see if she does have an active policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She does, she does have an active one. Let me give you that, that policy number.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] It is 186-8816.
[CUSTOMER][NEUTRAL] Got it
[AGENT][NEUTRAL] OK, and um this is just to verify her coverage it's not a guarantee of payment. She does have a supplemental insurance policy and it's billed secondary to the primary. It's a gap insurance that helps with deductible, co-pay and co-insurance. She has an inpatient benefit amount of $2550 but she also has an outpatient benefit amount for the same amount of $2550.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Has she used anything towards it?
[AGENT][NEUTRAL] Let me check for you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] by
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] I know but yeah I I got her chocolate and.
[AGENT][NEUTRAL] No, ma'am, she has not used anything for the year of [PII].
[CUSTOMER][NEUTRAL] Got it alrighty then then let me go ahead and get a reference number for this call, please.
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, it's [PII], and today's date.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Got it alrighty then thank you very much.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. You have a good rest of your night and thanks for calling APL.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you likewise.