AccountId: 011433970860
ContactId: e0124c1b-94e6-4639-b292-902426cbdb64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242250 ms
Total Talk Time (AGENT): 103076 ms
Total Talk Time (CUSTOMER): 113942 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/e0124c1b-94e6-4639-b292-902426cbdb64_20250109T18:43_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Very good afternoon. My name is [PII] calling from the office. Just I want to know the patient benefit information, so could you help me on this, [PII].
[AGENT][NEUTRAL] Yes, um, can you repeat your first name for me, please?
[CUSTOMER][NEUTRAL] My name is [PII]. Yes and [PII].
[AGENT][NEUTRAL] OK, you said that kind of fast. You said you needed to go over the patient's information. Can you repeat the reason for the call?
[CUSTOMER][NEUTRAL] Yes, just I want to know the patients the benefit information, active coverage and all. So could you help me on this?
[AGENT][NEUTRAL] Sure. May I have a good contact number in case we're disconnected and your policy and the policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, and the policy number?
[CUSTOMER][NEUTRAL] Hold on a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] The policy number I have is 01753818 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing that this particular policy is no longer active. It was effective from [PII], but there is an active
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go ahead. That is enough.
[AGENT][NEUTRAL] There is an active policy. That number is
[AGENT][NEUTRAL] 220.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 3945.
[CUSTOMER][NEUTRAL] What is the 20. This is the other new one policy.
[AGENT][NEUTRAL] The policy number that you gave is no longer active. The policy number
[CUSTOMER][NEUTRAL] So this is the new this is a new ID, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] For American public I, right?
[AGENT][NEUTRAL] Yes, this is their active policy number as of [PII].
[CUSTOMER][NEUTRAL] OK, so, no, the policy number is only the 5 digit 2203945. That's it.
[AGENT][NEUTRAL] That is their complete policy number, yes, sir.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] OK. So what is the effective date for this policy?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right, one moment, can you hold on a second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Do they have any they have any deductible copy or coin insurance?
[AGENT][NEUTRAL] Can you say that slowly? Did you say, do they have a co-pay or will this pay towards it?
[CUSTOMER][NEUTRAL] No, no, no, they have any deductibles, co-payment, out of pocket like that?
[AGENT][NEUTRAL] Are you, are you calling like for inpatient benefits or outpatient?
[CUSTOMER][NEUTRAL] Outpatients, the patient will outpatient hospital.
[AGENT][NEUTRAL] OK, um, so no, for the outpatient, there's no deductible. Uh, we don't, um, apply a co-pay or deductible, we help pay that if primary charges it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So the patient not having any data package, right?
[AGENT][NEUTRAL] There's no deductible on the policy, no.
[CUSTOMER][NEUTRAL] Out of pocket also then there is no coincidence or co-pays, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Can I get a call reference number or not?
[AGENT][NEUTRAL] Sure, there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right, no problem, sir. Thank you so much. Have a great day. Bye-bye.
[AGENT][POSITIVE] You also, thanks for calling APL. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] Oh