AccountId: 011433970860
ContactId: d66aa2ff-78f9-46a1-930c-566d4e224c0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148419 ms
Total Talk Time (AGENT): 68088 ms
Total Talk Time (CUSTOMER): 43158 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/d66aa2ff-78f9-46a1-930c-566d4e224c0d_20250204T14:09_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII] and I'm calling from a provider's office, and I'm trying to get eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Direct line?
[CUSTOMER][NEUTRAL] I do. A policy number I have is 022.
[CUSTOMER][NEUTRAL] 12589.
[AGENT][POSITIVE] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It was
[AGENT][NEUTRAL] I'm sorry, what's that patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII]. And you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. Is it for outpatient inpatient or doctor's office?
[CUSTOMER][NEUTRAL] So I'm needing to know for doctor's office visit and for outpatient professional.
[AGENT][NEUTRAL] OK, the effective date is [PII]. Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This policy coordinates with primary insurance?
[AGENT][NEUTRAL] Whatever the primary applies to the deductible, co-pay or co-insurance.
[AGENT][NEUTRAL] For outpatient.
[AGENT][NEUTRAL] We will pay up to $2550 per calendar year.
[AGENT][NEGATIVE] Office visits are not covered.
[AGENT][NEUTRAL] But if they have any services done in a doctor's office.
[AGENT][NEUTRAL] They would be covered. It would fall under that 2550.
[CUSTOMER][POSITIVE] Perfect and that's all I needed to confirm do you provide call reference numbers?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Awesome I appreciate your help.
[AGENT][POSITIVE] Thank you, [PII] for calling IPL. You have a good day.
[CUSTOMER][POSITIVE] You too ma'am take care.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.