AccountId: 011433970860
ContactId: f1c42204-6d57-4e24-8077-5c81d814662a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122919 ms
Total Talk Time (AGENT): 75866 ms
Total Talk Time (CUSTOMER): 37901 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/f1c42204-6d57-4e24-8077-5c81d814662a_20250113T14:20_UTC.wav
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[AGENT][NEUTRAL] Reing APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. I'm calling from Acumen. I wanna confirm benefits on a patient. They're providing this insurance card as a secondary.
[AGENT][NEUTRAL] I can help with benefits, and with whom am I speaking, please?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you. What's that? Thank you. What is that policy number we're looking at today, [PII]?
[CUSTOMER][NEUTRAL] 02295811 ML 8
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] I appreciate that. Well I'm looking up for benefits, if I could just have a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. This is a secondary or gap insurance. It's meant to pick up the deductible, co-payment or co-insurance for in and out of hospital settings, uh, treatment within a physician's office, independent labs, durable medical. [PII], is there anything in particular that I could tell you about the policy?
[CUSTOMER][NEUTRAL] Um, how much does it cover a year? What are we looking at? Or does it cover everything?
[AGENT][NEUTRAL] OK. Yes, what it does, uh, for inpatient hospital, it covers up to $8200 per calendar year. For outpatient hospital, which includes treatment within the physician's office, durable medical, um, independent labs, ER, that sort of thing, it's $3500 per calendar year. That's just a verification benefit it's not a guarantee of payment. It doesn't look like she's used anything for the calendar year [PII]. So it looks like that's all available.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But that's what we are, it's for secondary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Can I have a reference number for the call, please?
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII]. We're gonna use that today's date as a reference. Is there anything else at all I can help with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That is it. Thank you so much.
[AGENT][POSITIVE] Mhm thanks for contacting if you have a good.
[CUSTOMER][NEUTRAL] Mhm.