AccountId: 011433970860
ContactId: df76d88d-eefb-4ead-9330-b8c50fff11ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156580 ms
Total Talk Time (AGENT): 86286 ms
Total Talk Time (CUSTOMER): 49628 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/df76d88d-eefb-4ead-9330-b8c50fff11ac_20250416T18:59_UTC.wav
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[AGENT][NEUTRAL] Contacting APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from our provider's office. Um, I just need some information about the this this plan and how it processes.
[AGENT][NEUTRAL] OK, yes, I can tell you about the benefits. What is the policy number, [PII]?
[CUSTOMER][NEUTRAL] Um, policy number is 02569253.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] The patient is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the policy went into effect on [PII]. It is active. You mentioned wanting to know benefits or how the policy works, is that correct?
[CUSTOMER][NEUTRAL] Yes, because he's scheduled for outpatient joint replacement surgery.
[AGENT][NEUTRAL] OK, so what we will do is we will pick up the deductible, co-payment or co-insurance from his Major medical.
[AGENT][NEUTRAL] For that type of service, that's $500 per calendar day. Um, that's just a verification of benefits, not a guarantee of payment, but that is a per calendar day, um, benefit. So what would happen is, uh, you would file through his major medical first.
[AGENT][NEUTRAL] And then you would file through us.
[AGENT][NEUTRAL] And that's the way that the policy works. So as a secondary insurance, that's what we do is we pick up the deductible co-payment or co-insurance that uh that um is left over from his major medical. So you, you'd want to file through them first and then us, and then we, we would pick up that deductible co-payment or co-insurance.
[CUSTOMER][NEUTRAL] So you're gonna cover everything after the primary?
[AGENT][NEUTRAL] We will, yes, we will, uh, pick up up to $500 per calendar day and again that's just a verification of benefits, not a guarantee payment, but that's what, that's what this policy will do.
[CUSTOMER][NEUTRAL] Only $500 per day though mhm.
[AGENT][NEUTRAL] So,
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] OK, um, and do you have a call reference number?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that today's date as our reference. Is there anything else at all I can help with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, no, that's all. Thank you very much. Enjoy the rest of your day.
[AGENT][POSITIVE] Alright, thanks for contacting you too have a good day.