AccountId: 011433970860
ContactId: ec09a2a3-9a0c-4728-b4b4-f968cba9497f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224970 ms
Total Talk Time (AGENT): 120437 ms
Total Talk Time (CUSTOMER): 85408 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/ec09a2a3-9a0c-4728-b4b4-f968cba9497f_20250619T13:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ACL. This is. How may I help you today?
[CUSTOMER][NEUTRAL] Hello, hi, my name is [PII]. I'm calling you from Acumen. I need help with uh benefits. I have a patient coming in today stating that you guys are her secondary payer, just calling to see if you guys will pick up the responsibility.
[AGENT][POSITIVE] OK, be glad to help you my break. Go ahead and give me that good policy number.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I have a policy number of 608601.
[AGENT][NEUTRAL] That was 608-601.
[CUSTOMER][NEUTRAL] That is all they gave me. Let me see if there's a physical card on file.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] That's alright, it sounds like.
[CUSTOMER][NEUTRAL] Yeah, there is a card actually.
[AGENT][NEUTRAL] Yeah, that sounds like it.
[CUSTOMER][NEUTRAL] OK, here it is, outpatient, yeah.
[CUSTOMER][NEUTRAL] I don't know what number that is. That's not what's on the card. The card says [PII].
[AGENT][NEUTRAL] That sounds more like it. All right, let me get.
[CUSTOMER][NEUTRAL] Ah yeah, I know.
[AGENT][NEUTRAL] That's right, [PII]. OK, let's see. Now while I'm pulling this up, [PII], go ahead and give me a good return telephone card number, please, ma'am.
[CUSTOMER][NEUTRAL] [PII], that is correct.
[AGENT][NEUTRAL] Alrighty, [PII]. Thank you for all that information. Now, what's your patient's name and date of birth today, please, ma'am?
[CUSTOMER][NEUTRAL] This one is for.
[CUSTOMER][NEUTRAL] One second here. For [PII], date of birth, [PII].
[AGENT][NEUTRAL] Alrighty, thank you, [PII] for all that information. It looks like [PII] is the insured on this medical.
[AGENT][NEUTRAL] Supplemental plan. I do show her original effective date is [PII]. She is still current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you want some type of benefit. Is that correct, [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, what type of benefit are you needing today, please, ma'am?
[CUSTOMER][NEUTRAL] Patient is coming in for a CT of the chest with a co-pay for the primary.
[CUSTOMER][NEUTRAL] Calling to see if you'll pick up that primary responsibilities.
[AGENT][NEUTRAL] Oh right, OK.
[AGENT][NEUTRAL] OK, let me get that benefit pad pulled up and of course y'all, like you said, we are just a medical.
[AGENT][NEUTRAL] plan. So the only thing we will pick up and pay on is anything that is applied towards her deductible, co-pay, or co-insurance at her primary insurance carrier for sickness and injury only. Nothing routine here is covered no matter what. Now her outpatient benefit here is going to be no pre-cart, zero deductible, and she has a $300 per calendar day benefit here.
[CUSTOMER][POSITIVE] 300 per day. Perfect. And I am so sorry I didn't catch your name.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Well, that's OK. My name is [PII], that's [PII] and is that all that I can help answer for you today, [PII]?
[CUSTOMER][NEUTRAL] All I need is a reference number, [PII], and I'm all done.
[AGENT][NEUTRAL] Well, we don't give reference numbers, [PII], but you can use my name in today's date if you need to do so, OK.
[CUSTOMER][NEUTRAL] And and this is your last name [PII]?
[AGENT][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you so much for all your help.
[AGENT][POSITIVE] Well, yes, ma'am, and thank you, [PII], for calling APO. You have a great rest of your day, OK?
[CUSTOMER][POSITIVE] You do the same, stay safe.
[AGENT][POSITIVE] Thank you, ma'am. You too. Bye-bye.