AccountId: 011433970860
ContactId: ee95d5ed-d260-49e7-88a0-656dee1e7a60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240000 ms
Total Talk Time (AGENT): 98096 ms
Total Talk Time (CUSTOMER): 50149 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/ee95d5ed-d260-49e7-88a0-656dee1e7a60_20250312T19:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon, it's [PII] from Doctor [PII]'s office. I'm calling for benefits on on a patient.
[AGENT][NEUTRAL] OK, I can help you with benefits. [PII], may I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, let me look up his policy real quick.
[AGENT][NEUTRAL] OK, I have [PII] pulled up and do see that he does have an active policy and his effective date is [PII].
[AGENT][NEUTRAL] And this is a supplemental insurance policy. It's billed secondary to the primary. It's a gap insurance that helps with deductible and co-insurance. He has an inpatient benefit amount per calendar year of $5000 and then he also has an outpatient benefit amount per calendar year of $5000.
[CUSTOMER][POSITIVE] OK thanks bye
[CUSTOMER][NEUTRAL] OK, and it covers co-pays, co-insurance, and deductibles?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And what about surgeries? does it cover that too?
[AGENT][NEUTRAL] Let me look and see what his benefits are.
[AGENT][NEUTRAL] For surgery.
[AGENT][NEUTRAL] Just a second while it pulls in.
[AGENT][NEUTRAL] Yes, he has benefits for surgery and an.
[AGENT][NEUTRAL] In a hospital outpatient facility.
[AGENT][NEUTRAL] And this is just to verify his coverage it's not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK, and what is the max on that a year?
[AGENT][NEUTRAL] 5000 to help with deductible co-pay or co-insurance.
[CUSTOMER][POSITIVE] OK perfect. Has it been used yet?
[CUSTOMER][NEUTRAL] and then
[AGENT][NEUTRAL] Let me check for you real quick.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] He's used $1,363.73.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] That's it for today.
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. You have a wonderful day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.