AccountId: 011433970860
ContactId: ed60eb39-21f0-4554-be00-9493c44b61dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167139 ms
Total Talk Time (AGENT): 92945 ms
Total Talk Time (CUSTOMER): 82218 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/ed60eb39-21f0-4554-be00-9493c44b61dd_20250514T12:15_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APR. My name is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Uh, yes, hi, I could, I could hardly hear you, ma'am.
[AGENT][NEUTRAL] OK, can you hear me better now?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes, I can, ma'am. Good morning. Yes, my name is [PII], and I am calling from the diagnostic Center of Miami. I need to check benefits on a patient, please.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, [PII], I can certainly help with benefits. What is that policy number, please?
[CUSTOMER][NEUTRAL] OK, the policy number that we have is 026-08304.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] I do appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active.
[AGENT][NEUTRAL] Now with this has in and out of hospital benefits, inpatient as well as outpatient hospital benefits. Is there anything in particular that I could tell you about the policy?
[CUSTOMER][NEUTRAL] Uh, well, it's outpatient services. Uh, she's scheduled uh for a, um, diagnostic test.
[AGENT][NEUTRAL] OK, yes, so what we will do under circumstances like that, we will pick up the deductible, co-payment, or co-insurance up to $8150 per calendar year. That is just a verification of the benefits, not a guarantee of payment, and none of that has been used for the calendar year. So it looks like that's all available and what you'd end up doing is just, uh, just, uh, filing to the major medical first and then uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now is there anything else at all that I can tell you about this secondary gap insurance where it's in the plane or?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I, I, OK, um, yes, I, I'm curious because this, um, ID number is shorter than the other APL numbers and we're not able to pull it up through the portal, so that's why I had to call because we have the website for web TPA and Ame yeah.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, I'm so I this is.
[CUSTOMER][NEUTRAL] So this one is not populating.
[AGENT][NEUTRAL] Uh, well, uh, it's, it's one of our newer numbers and that might be the, the, the, uh, the problem, um, this is because it's just started and so that, so what they're doing is they're just, it, it, they just haven't, we just haven't caught up with that yet. The numbers are out there, um, but the system hasn't really caught up yet. It's going to they, they will get it to where it is, um, but right now, uh, this is.
[CUSTOMER][NEUTRAL] Ah, OK, OK, that's why.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, great, great, yeah, we were concerned we were like what is this? Why is it not populated and I they were they were giving me the number and I'm like, is it missing a 0 because it usually has another 0 in front and I don't see it. I, it's not populating anything, so yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It
[AGENT][MIXED] Yeah, that's, it's inconvenient, but yes, that is absolutely the right number.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][POSITIVE] OK great well thank you so much for your help I appreciate it you have a wonderful day OK?
[AGENT][POSITIVE] Well thank you for contacting us. Have a good one.