AccountId: 011433970860
ContactId: e0d41a4d-1e07-4041-a9f0-59f41cec6006
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136350 ms
Total Talk Time (AGENT): 54822 ms
Total Talk Time (CUSTOMER): 66277 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/e0d41a4d-1e07-4041-a9f0-59f41cec6006_20250113T19:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from AdventHealth. I'm calling because we have a patient that has this coverage, so I was just calling to see if it picks up any remaining balance from his primary insurance or if um there's any coverage at all.
[AGENT][NEUTRAL] OK, do you have a callback number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Absolutely. Yes, that's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I do, give me one moment. That is going to be.
[CUSTOMER][NEUTRAL] 01940423
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][POSITIVE] Absolutely, no, thank you so much.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] It is [PII] 31784 is the date of birth.
[AGENT][POSITIVE] Thank you, [PII], and you're just needing benefits.
[CUSTOMER][POSITIVE] Yes, benefits.
[AGENT][NEUTRAL] OK, is it for outpatient inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, the effective date is [PII]. Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This policy does coordinate with the primary insurance?
[AGENT][NEUTRAL] Whatever the primary applies to their deductible, co-pay, or co-insurance.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] We'll pay up to $250 per occurrence.
[CUSTOMER][NEUTRAL] OK, so it will, so the, you'll bill or we will bill their insurance and then you, your insurance would cover $250 of it of, of each currency comes in, is that correct, up to?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, perfect. Alrighty, thank you so much. I appreciate your help today. Do you have a reference number, [PII]? or is it your name in today's date?
[AGENT][NEUTRAL] Just my name and today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. I appreciate your help today.
[AGENT][POSITIVE] Thank you for calling APL [PII]. You have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.