AccountId: 011433970860
ContactId: dd7799f4-985d-4280-a8cb-e66c29471753
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272700 ms
Total Talk Time (AGENT): 78072 ms
Total Talk Time (CUSTOMER): 90045 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/dd7799f4-985d-4280-a8cb-e66c29471753_20250507T15:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Ststatics and Orthotics INC to check up on the member's eligibility as actually to check the secondary benefits for our plan. So if you could like, please help me with that, and should I get your name and last name initial firstly?
[AGENT][POSITIVE] Yeah, I'm happy to check on benefits. My name is [PII], that's spelled [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] Got it. Thank you, sir, yes.
[AGENT][NEUTRAL] What's the patient's policy number, [PII]?
[CUSTOMER][NEUTRAL] OK. So the patient's policy number is 22, 002236244.
[AGENT][NEUTRAL] Let me just pull this up here one moment.
[AGENT][NEUTRAL] What is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's uh [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. The effective date is [PII]. We are the members secondary insurance, so this does cover deductible, co-pay, co-insurance. The primary does not. Patient's plan has an outpatient benefit max of $5000 for the calendar year.
[CUSTOMER][NEUTRAL] OK. Just give me a second. So, what type of plan it is?
[AGENT][NEUTRAL] Were their secondary insurance. This is a meddling plan.
[CUSTOMER][NEUTRAL] Sorry, me, met?
[AGENT][NEUTRAL] Link, L as in Lima, I as in India, N as in November, K as in Kilo. Link.
[CUSTOMER][NEUTRAL] The meddling, meddling plan. OK, got it. And OK, so this plan will cover whatever um uh primary insurance uh will leave as an uh patients responsibility or the allowable expenses.
[AGENT][NEUTRAL] It covers deductible, co-pay, and co-insurance from the primary.
[CUSTOMER][NEUTRAL] OK, so they will cover.
[CUSTOMER][NEUTRAL] 832. OK. Just give me a second.
[CUSTOMER][NEUTRAL] Cover for insurance.
[CUSTOMER][NEUTRAL] And deductible both, OK.
[CUSTOMER][NEUTRAL] And what about uh
[CUSTOMER][NEUTRAL] You said something maximum. DM maximum is that?
[AGENT][NEUTRAL] They have an outpatient maximum.
[AGENT][NEUTRAL] So their outpatient maximum for the calendar year is $5000.
[CUSTOMER][NEUTRAL] And how much has been met yet? There is any accumulations?
[AGENT][NEUTRAL] Um, let me see one moment.
[AGENT][NEUTRAL] Nothing has been used thus far.
[CUSTOMER][NEUTRAL] OK, just give me a sec.
[CUSTOMER][NEUTRAL] OK. So, and what about authorization? Is it required for this one?
[AGENT][NEGATIVE] No, it is not.
[CUSTOMER][NEUTRAL] Got it. So you can provide me the card numbers. Uh, thank you.
[AGENT][NEUTRAL] Call references my name with today's date.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] And today date is [PII]. Got it. Thank you. And may you have a good day. Thank you again for your cooperation. I really appreciate it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You too.
[AGENT][POSITIVE] Have a good day, [PII]. Bye bye.