AccountId: 011433970860
ContactId: dff4fdb7-a0df-43a6-857f-d7d24a9772ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132460 ms
Total Talk Time (AGENT): 75603 ms
Total Talk Time (CUSTOMER): 29767 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/dff4fdb7-a0df-43a6-857f-d7d24a9772ff_20250403T17:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for contacting API. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling to verify a patient's insurance.
[AGENT][NEUTRAL] I can help with um eligibility and benefits. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Honey, thank you. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] It's 02518899.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] I appreciate that. If I could have a callback number, please, in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Yes, it's [PII], I'm sorry, it's [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Now, [PII], this is a secondary or gap insurance. It's meant to pick up the deductible, co-payment or co-insurance from their major medical. Um, are you interested in inpatient or outpatient benefits for this individual?
[CUSTOMER][NEUTRAL] For outpatient
[AGENT][NEUTRAL] OK, so what we will do is we'll pick up the deductible, co-payment or co-insurance for outpatient hospital, uh, cancer treatment, uh, lab, durable medical, um, treatment within a physician's office, uh, physical therapy up to $300 per calendar day. That is just a verification of the benefits, not a guarantee of payments. Now, office visits aren't covered on this, but um the other things are. Is there anything else that I can help with?
[AGENT][NEUTRAL] And that is a per calendar day benefit, by the way.
[CUSTOMER][POSITIVE] Per day, yes, correct.
[AGENT][NEUTRAL] Is there anything else at all that I may help with?
[CUSTOMER][NEUTRAL] No, if I can please have a reference number for the call.
[AGENT][NEUTRAL] Yes, my name is [PII], and the first letter of my last name is [PII]. We're gonna use that today's date as a reference.
[CUSTOMER][POSITIVE] OK, perfect. Thank you.
[AGENT][POSITIVE] Thank you for contacting AP have