AccountId: 011433970860
ContactId: d83691bf-89e4-48d5-8cb3-16dbe41463c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154869 ms
Total Talk Time (AGENT): 58862 ms
Total Talk Time (CUSTOMER): 47875 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/d83691bf-89e4-48d5-8cb3-16dbe41463c8_20250508T16:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling SL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider's office. I want to take the benefits of a patient.
[AGENT][POSITIVE] All right, [PII], I'm happy to check benefits for you. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, patient policy number is, give one second.
[CUSTOMER][NEUTRAL] It's uh 021.
[CUSTOMER][NEUTRAL] 996
[CUSTOMER][NEUTRAL] 31
[CUSTOMER][NEUTRAL] ML8.
[AGENT][NEUTRAL] All right, thank you. And do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is [PII].
[AGENT][NEUTRAL] This is the member's secondary insurance, so this would cover deductible, co-pay, co-insurance from the primary.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so this is only covers all patients responsibility for the primary, right?
[AGENT][NEUTRAL] Correct, we're the secondary.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And is there any co-pay or co-insurance or it will cover 100% without co-pay?
[AGENT][NEUTRAL] There's no co-pay or co-insurance on this. It does have a benefit limit. Are you looking for outpatient benefits?
[CUSTOMER][NEUTRAL] Yes, patient has uh visit for outpatient specialist.
[AGENT][NEUTRAL] So the member's outpatient benefit max is $200 per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you so much. Can I get the call?
[AGENT][NEUTRAL] Call reference is my name with my last initial in today's date. My name again is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. Have a nice day.
[AGENT][NEUTRAL] Yeah, you too, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] OK.