AccountId: 011433970860
ContactId: ed1af2c9-c0c7-4922-836e-15aefcd17b2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125040 ms
Total Talk Time (AGENT): 63969 ms
Total Talk Time (CUSTOMER): 43989 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/ed1af2c9-c0c7-4922-836e-15aefcd17b2e_20250304T20:51_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Signature Care Emergency Center. I was calling to verify benefits on a mutual patient.
[AGENT][NEUTRAL] OK, I can verify benefits for you, and you say your name is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, sorry. And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It's gonna be 01749308.
[AGENT][NEUTRAL] OK, thank you. One moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, that's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's gonna be [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, I see, I'm showing the effective date of [PII]. He is active on the policy and what benefits are you needing for this patient?
[CUSTOMER][NEUTRAL] It'll be emergency room benefits.
[AGENT][NEUTRAL] OK, uh, not a guarantee of payment, just a verification of coverage. With this policy, we are secondary. We have, uh, we help with primary insurance deductible, co-pay, and or co-insurance, and I'm trying to have a benefit max of up to 7900 per calendar year.
[CUSTOMER][NEUTRAL] OK, do you know who he's secondary to just to ensure I have his in the system, the primary.
[AGENT][NEUTRAL] Well, well, this is secondary.
[CUSTOMER][NEUTRAL] Do you know which his primary? Do you have that on file?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] No, ma'am, you have to contact the uh policyholder to verify who has primary with, it will be through his employer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, not a problem I can do that thank you so much. I appreciate you.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] That is all I needed help with.
[AGENT][POSITIVE] Alright, well thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Likewise, thank you. Bye-bye.
[AGENT][NEUTRAL] Bye.