AccountId: 011433970860
ContactId: f253fc5b-cdc4-40cd-a067-ad0d3ea177eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239059 ms
Total Talk Time (AGENT): 111400 ms
Total Talk Time (CUSTOMER): 117699 ms
Interruptions: 7
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/f253fc5b-cdc4-40cd-a067-ad0d3ea177eb_20250205T15:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, hi [PII], um, I need to verify insurance please.
[AGENT][NEUTRAL] OK, I can verify benefits for you. Can you please give me your call back number please just in case our call is disconnected.
[CUSTOMER][NEUTRAL] [PII], yeah [PII].
[AGENT][POSITIVE] Thank you, ma'am. And then what is your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK, Ms. [PII], what is the patient's name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The name is um [PII].
[AGENT][NEUTRAL] OK, and then what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And his policy number?
[CUSTOMER][NEUTRAL] It is 01659538 ML 8.
[AGENT][NEUTRAL] OK, thank you and what is the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna look that policy up for us real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I do see that [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Can
[AGENT][NEUTRAL] Does have this policy, but it was um lapsed on [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] you know.
[AGENT][NEUTRAL] And but he has an active policy. Let me give you that policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 249-762-7
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][NEUTRAL] OK, 249-762-7.
[AGENT][NEUTRAL] And his
[AGENT][NEUTRAL] Yes, ma'am, and his uh new effective date is [PII].
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is a supplemental insurance policy. It's a gap insurance that's billed secondary to the primary and it helps with deductible, co-pay and co-insurance. He has an inpatient, he has an inpatient benefit amount of $7900 per calendar year, but he also has an outpatient calendar year benefit amount of $7900.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And does that, I mean how many visits or it doesn't really because before he had like maybe like I don't know if it was like 5 visits per year.
[AGENT][NEUTRAL] No ma'am, it doesn't go by visit it just goes by the benefit amount per calendar year um once that 7900 is exhausted.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Then, you know, of course, you know, it won't pay the benefit.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so how much he used has he used them or?
[AGENT][NEUTRAL] Let me look and see for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Ma
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Even if it ain't
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] He has not used anything this year for the year of [PII].
[CUSTOMER][POSITIVE] OK, alright, well thank you so much for your help.
[AGENT][POSITIVE] You're very welcome, [PII]. Thank you.
[AGENT][POSITIVE] [PII] I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Mm bye.
[AGENT][POSITIVE] Thank you, ma'am.