AccountId: 011433970860
ContactId: d8fd885c-a24f-47a7-9156-1a6de034621b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271839 ms
Total Talk Time (AGENT): 127095 ms
Total Talk Time (CUSTOMER): 83370 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/d8fd885c-a24f-47a7-9156-1a6de034621b_20250110T20:37_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm sorry, I didn't get your name. What's your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] That's so and right?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much, sir. Just I want to know the patients and benefits. So could you help me on this, whether the payment plan is active.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, I can assist you with benefits and eligibility, Mr. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] The policy number I have.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 01611539 M as in Mike L as in Lima 8.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you say you need benefits and eligibility. Let me see if I can find a new policy. OK, one moment.
[CUSTOMER][NEUTRAL] Mhm go ahead.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Is this for a future date of service or is it um a past date of service?
[CUSTOMER][NEUTRAL] The, the patient date of service is born [PII].
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] You said the date of service was [PII]?
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] [PII]. OK. OK. Well, this policy effective date is [PII] and it looks like it's going to terminate in the end of this month.
[CUSTOMER][NEUTRAL] This year.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Can I have the date, uh, what is the end date?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, it's gonna be terminated on [PII].
[CUSTOMER][NEUTRAL] Just a second. Can you hold on a moment, please.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] What is the effective date?
[AGENT][NEUTRAL] Um, that's [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And the end date, [PII].
[AGENT][NEUTRAL] It's gonna have the future lapse date of [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All that. there any deductible copay or coins or something like that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, let me, is it gonna be for an office, outpatient facility, or what type of service?
[CUSTOMER][NEUTRAL] Outpatient facility for MRI.
[AGENT][NEUTRAL] OK. All right, and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And let's see, we have.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] For outpatient, let's see. The outpatient calendar year maximum is, let's see, 1500 per covered person per calendar year and there's no deductibles with us.
[CUSTOMER][NEUTRAL] So $1500 for the current year for deductible out of pocket, which one?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That is the maximum benefit. Uh, we are a secondary policy. We, we have the secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] On the
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All that, can you hold on a moment sir?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 1500 or anything much?
[AGENT][NEUTRAL] No, it started all over again this year.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, hold on a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much for your patience. Can I have the call the first number, sir?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's state if you will.
[CUSTOMER][POSITIVE] Alright thank you so much. Have a great day. Bye bye.
[AGENT][POSITIVE] You as well. Thank you for calling APL. Have a good day. Bye bye Mr. [PII].
[CUSTOMER][NEUTRAL] Mhm.