AccountId: 011433970860
ContactId: d94f3cfa-8d7e-4d2c-992a-9fe7f9beffb1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233080 ms
Total Talk Time (AGENT): 69848 ms
Total Talk Time (CUSTOMER): 62036 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/d94f3cfa-8d7e-4d2c-992a-9fe7f9beffb1_20250109T14:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from South Florida EMT Associates. I'm calling on behalf of a patient, uh, a mutual patient that's coming in for a diagnostic exam. We're trying to see if her APL plan covers the deductible of her primary plan.
[AGENT][NEUTRAL] OK, um, I can take a look at the benefits and I can let you know if the deductible, um, would be covered. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, the best callback number is [PII].
[AGENT][NEUTRAL] OK, and your name and the policy number whenever you're ready.
[CUSTOMER][NEUTRAL] My name is [PII]. The policy number for her APL is 02509837.
[AGENT][NEUTRAL] All right. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] The member's first name is [PII], last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment, I'm just pulling up the benefits.
[CUSTOMER][NEUTRAL] Hello, just like
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Just one second, OK? Are you [PII]? Perfect.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I didn't know if you still wanted me to hold or not.
[CUSTOMER][POSITIVE] I'm so sorry about that
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][POSITIVE] Yes, I'm I'm here I'm I'm ready.
[AGENT][NEUTRAL] OK, um, so the
[AGENT][NEUTRAL] So they have the mailing policy, so yes, it does go towards the copay, the deductible, or the co-insurance of covered charges after primary, um, and then for their outpatient benefits, the max is up to $8700 per calendar year.
[CUSTOMER][NEUTRAL] Alrighty, can I have a reference number for this call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name. So that's [PII] The first initial to my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] Alrighty thank you so much [PII] I appreciate your help in this matter you have a great day.
[AGENT][NEUTRAL] You also, [PII], was there anything else I can help with?
[CUSTOMER][NEUTRAL] Nope, that's all.
[AGENT][POSITIVE] All right. Well, thanks for calling APL. I hope you have a good day and happy New Year.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.