AccountId: 011433970860
ContactId: d8357409-ae43-4887-ad72-7e48d1862085
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170220 ms
Total Talk Time (AGENT): 69976 ms
Total Talk Time (CUSTOMER): 38178 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/d8357409-ae43-4887-ad72-7e48d1862085_20250505T19:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] $500.
[CUSTOMER][NEUTRAL] Hi I was calling to verify a patient's eligibility.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility. What's the policy number?
[CUSTOMER][NEUTRAL] It is 02566559.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And then can I grab your name just for documentation, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. Effective date is [PII]. We are the members secondary insurance, so this is gonna cover deductible, co-pay, and co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK perfect um and do you guys know if you're in network with our our provider?
[AGENT][NEUTRAL] There's no network required it basically follows the primary, so.
[CUSTOMER][NEUTRAL] Oh, OK, uh, let's see, so to put that in there so there's no like percent coverages or anything frequencies.
[AGENT][NEUTRAL] Um, yeah, no, so I mean it does have a limit as far as are they being seen on an outpatient basis?
[CUSTOMER][NEUTRAL] Uh, no, it's just dental.
[AGENT][NEUTRAL] Oh, it's dental. OK. Well, that's gonna be different. Let me hold on just a second.
[AGENT][NEUTRAL] Cause this is a medical secondary plan.
[AGENT][NEUTRAL] So I don't know, this probably doesn't cover dental. I'm gonna double check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I don't see let me see if they have any other plans with us.
[AGENT][NEUTRAL] OK. Yeah, this is just for medical, dental or vision services are not covered under this plan.
[CUSTOMER][POSITIVE] OK, that is what I need to know. Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.