AccountId: 011433970860
ContactId: d97111b0-2797-43c8-925f-1f72e4429e6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141419 ms
Total Talk Time (AGENT): 58756 ms
Total Talk Time (CUSTOMER): 54098 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/d97111b0-2797-43c8-925f-1f72e4429e6f_20250107T14:22_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling to get secondary insurance benefit.
[AGENT][NEUTRAL] Sure, I can assist you with that. Could you provide me with the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, it is [PII] best callback number is [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII], can I have a policy number of the member that you're inquiring benefits for?
[CUSTOMER][NEUTRAL] Yes, it's 2, I'm sorry, 0243091.
[AGENT][NEGATIVE] There's not enough numbers.
[CUSTOMER][NEUTRAL] No, let me check. That's what the patient.
[AGENT][NEUTRAL] Do you have a copy of the card? It should say inpatient or outpatienter number, one of those numbers will help.
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] OK, OK, she gave me.
[CUSTOMER][NEUTRAL] OK, outpatient is 02473091 ML8.
[AGENT][NEUTRAL] Thank you. So that's the policy number for future reference. Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] You're calling to verify benefits and eligibility for outpatient services.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active. This member has outpatient benefits of $300 per calendar year, I mean per calendar day. I apologize, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK. So it's 300 per day?
[AGENT][NEUTRAL] Yes, is this for outpatients considered as diagnostic testing, ER urgent care, no office visits are covered, nor the treatment received in the office?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK. Perfect. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thanks goodbye.