AccountId: 011433970860
ContactId: dad30431-8361-40ce-953b-3a2c2726ddbc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127680 ms
Total Talk Time (AGENT): 76743 ms
Total Talk Time (CUSTOMER): 41930 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/dad30431-8361-40ce-953b-3a2c2726ddbc_20250313T19:09_UTC.wav
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[AGENT][NEUTRAL] For checking APO, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII], and I am needing to verify uh eligibility and benefits on the patient.
[AGENT][NEUTRAL] OK, [PII], I can help with the eligibility and benefits, and what's that policy number, please?
[CUSTOMER][NEUTRAL] Is it 02440285.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][POSITIVE] I appreciate that. If I can have a callback number please in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], the policy went into effect on [PII]. It is active. Uh, this is a secondary or gap insurance and it's meant to pick up the deductible, co-payment or co-insurance for in and out of hospital settings. Um, it'll pick up that deductible co-payment or co-insurance from your major medical. Uh, so for example, for outpatient services, we'll pick up that deductible, co-payment or co-insurance up to $5000 per calendar year or $5000 for inpatient.
[AGENT][NEUTRAL] And that's just a verification of the benefits it's not a guarantee of payment, but that's what this secondary or gap policy does.
[CUSTOMER][NEUTRAL] OK, so she is currently pregnant. Would that pick up like after like deductibles on an ultrasound?
[CUSTOMER][NEUTRAL] Like it done in the office.
[AGENT][NEUTRAL] Uh, yes, so one of the things that uh that it will cover, uh, treatment or uh procedures within the physician's office. Um, so that will be, that will be covered. Now, the, uh, office visit co-pay is not covered, but treatment or procedures within the physician's office is such as that.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Perfect. I know. I have a plan with that myself. OK. So I know what you mean. I appreciate it. Um, is there a call reference number?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's day as a reference. Is there anything else at all that I can help with while we're on the phone?
[CUSTOMER][POSITIVE] That'll do it. Thank you so much.
[AGENT][POSITIVE] Hey, thanks for contacting AP