AccountId: 011433970860
ContactId: e2927852-0e49-4107-9e34-ca53bc43c550
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157419 ms
Total Talk Time (AGENT): 79839 ms
Total Talk Time (CUSTOMER): 64510 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/e2927852-0e49-4107-9e34-ca53bc43c550_20250529T18:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling to verify um eligibility and benefits.
[AGENT][POSITIVE] OK, I can help you with eligibility and benefits. Can I get your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII] and a good phone number would be [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] It would be 02462236 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, it is [PII]'s date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You know, we this
[AGENT][NEUTRAL] I'm showing that this policy is active with an effective date of [PII]. It is a medling policy, so it's secondary gap insurance. So we will need the prime, they will need to have their primary insurance um provide some benefits first, and then when filing for a claim, we will need the primary explanation of benefits with that claim.
[CUSTOMER][POSITIVE] You would take a little hobby.
[CUSTOMER][POSITIVE] Right, I get you played your whole life.
[CUSTOMER][NEUTRAL] OK, perfect. And does this by any chance cover the primary copay or is it just the
[AGENT][NEUTRAL] So this policy helps with co-pay, co-insurance, and co-deductible. Is there any type of specific
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Um, benefits you wanted to go over, inpatient or outpatient?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It would be for an outpatient specialist visit.
[AGENT][NEUTRAL] You what?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] OK, this is just a verification of benefits and not a guarantee of payment. I'm showing that this policy has an outpatient benefit maximum of up to $750 per calendar day.
[CUSTOMER][NEUTRAL] Later
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] With a $0 deductible and a $0 emergency room deductible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect. OK, awesome thank you very much. No, that would be it for today.
[AGENT][NEUTRAL] OK, is there anything else I can help you with?
[AGENT][POSITIVE] OK. Thank you for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][NEUTRAL] Mm bye.