AccountId: 011433970860
ContactId: d5a90fb8-4f76-4ffe-b575-4901d59c2a6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133399 ms
Total Talk Time (AGENT): 74099 ms
Total Talk Time (CUSTOMER): 39720 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/d5a90fb8-4f76-4ffe-b575-4901d59c2a6d_20250422T16:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. This is [PII] with United Regional. I'm calling to get eligibility and benefits on a patient we have scheduled to come in tomorrow.
[AGENT][POSITIVE] OK, yeah, I can check eligibility and benefits for you. I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Got it, thank you, [PII]. Can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh, the wife gave me 2, I'm sorry, 02369466.
[AGENT][NEUTRAL] OK. And then uh what was the name and date of birth for the patient, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect, thank you so much for verifying that. Uh, 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 the inpatient or outpatient benefits.
[CUSTOMER][NEUTRAL] It's outpatient.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims, so the outpatient benefit is $3000 max per calendar year. If you'll give me one moment I'll see if any of that has been used.
[AGENT][NEUTRAL] OK, none has been used so far this year.
[CUSTOMER][NEUTRAL] OK, and no author anything is required since it's secondary.
[AGENT][NEUTRAL] Correct, yes. It, uh, this policy is very dependent on, uh, their major medical, so as long as they are willing to pay, this policy can.
[CUSTOMER][NEUTRAL] OK and your name again? I'm sorry.
[AGENT][NEUTRAL] That's all right. It's [PII] Was there anything else I could help you with [PII]?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] That'll be it thank you.
[AGENT][NEUTRAL] Yeah, go ahead.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Bye bye.