AccountId: 011433970860
ContactId: f15ab3e6-8f7e-4e01-b195-3f2fea1d400d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130720 ms
Total Talk Time (AGENT): 69701 ms
Total Talk Time (CUSTOMER): 44219 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/f15ab3e6-8f7e-4e01-b195-3f2fea1d400d_20250228T17:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] at Nair Home Medical. I was just calling to see if the patient that we have, um, if this insurance picks up its primary deductible or co-pay.
[AGENT][POSITIVE] OK, yeah, I can check eligibility and benefits for you [PII]. Can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] It's 111-683-7.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays. And was this for uh outpatient?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims, uh, so their outpatient benefit is $2000 max per calendar year. If you'll give me one moment I'll see if any of that has been used.
[AGENT][NEUTRAL] OK, none has been used so far this year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so it will pick up the deductible of that um primary.
[AGENT][NEUTRAL] Mhm, it's designed to help co-pay deductible and co-insurance.
[CUSTOMER][NEUTRAL] OK, and uh, oh, OK, and the copay, yeah, OK.
[CUSTOMER][NEUTRAL] Alright, and um,
[CUSTOMER][NEUTRAL] Can I just get the spelling of your name and a reference number for us?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That'll be it. Thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling [PII]. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] I