AccountId: 011433970860
ContactId: deea4733-9763-459b-bf63-913e1aa10bd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124849 ms
Total Talk Time (AGENT): 55131 ms
Total Talk Time (CUSTOMER): 67863 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/deea4733-9763-459b-bf63-913e1aa10bd5_20250123T19:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon. I'm calling from a doctor's office. Uh, the patient just, uh, informed me she has a secondary insurance. I'm trying to find out if it covers anything for the primary.
[AGENT][NEUTRAL] All right, let's take a look. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, she gave me 01842070 ML 8.
[AGENT][POSITIVE] Thank you. And if you don't mind, can I grab your first name and a callback number?
[CUSTOMER][NEUTRAL] Yes, uh [PII] and callback number [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][NEUTRAL] Alright, thank you so much. So patients plan is active. The effective date is [PII]. We are the secondary insurance, so this will cover uh deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So I say this.
[AGENT][NEUTRAL] Their outpatient benefit max for the year is 7900.
[CUSTOMER][NEUTRAL] Um, it would.
[CUSTOMER][NEUTRAL] OK, and um yeah we can we can.
[CUSTOMER][NEUTRAL] OK, then they should pay the copay. Um, what is the plan name so we can write it for her chart?
[AGENT][NEUTRAL] Um, the name of the plan is Medlink.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Medlink.
[AGENT][NEUTRAL] Yeah, MED.
[AGENT][NEUTRAL] L I N K.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] LK 6 excellent thank you very much for your assistance.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, can I get um a reference number? I almost forgot about that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, no worries. Call reference is my name with my last initial and then today's date. Last initial to my name is [PII] name [PII].
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] And you're gonna like
[CUSTOMER][POSITIVE] Oh it's your heart.
[CUSTOMER][POSITIVE] Awesome thank you very much for your assistance in this stuff.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] Yeah, your copay You as well bye bye.
[AGENT][NEUTRAL] Bye bye.