AccountId: 011433970860
ContactId: f45996c2-8044-492e-b22d-c43fd5a39f1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245350 ms
Total Talk Time (AGENT): 89096 ms
Total Talk Time (CUSTOMER): 89941 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/f45996c2-8044-492e-b22d-c43fd5a39f1d_20250417T15:56_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Uh, my name is [PII] calling from Befas Health. We're the provider. Can you please help me with, uh, patient eligibility and benefits?
[AGENT][NEUTRAL] Yes, ma'am. Do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 0165945 MLA.
[AGENT][NEUTRAL] 0165945.
[CUSTOMER][NEUTRAL] 01659454.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] MLA
[AGENT][NEUTRAL] Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you, [PII], and you're needing benefits?
[CUSTOMER][NEUTRAL] So they are active, right?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is he active?
[AGENT][NEUTRAL] I have to check and say you were needing benefits.
[CUSTOMER][POSITIVE] Yes, I wanna make sure he has um outpatient, he has the outpatient urgent care coverage.
[AGENT][NEUTRAL] OK, hold on, I'll look it up for you. Actually, this policy.
[CUSTOMER][NEUTRAL] Because you, because you.
[AGENT][NEUTRAL] Hang on just a minute.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] This policy canceled [PII]. Let me look and see if he has an active policy.
[AGENT][NEUTRAL] OK, he does have another policy and the new policy number is 02.
[AGENT][NEUTRAL] 50.
[CUSTOMER][NEUTRAL] Hold on, hold on one second, [PII], give me one second. So it's, I'm sorry, what is it?
[AGENT][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 02
[AGENT][NEUTRAL] 50.
[AGENT][NEUTRAL] 2440.
[CUSTOMER][NEUTRAL] OK, 02502440?
[AGENT][POSITIVE] Yes, and it was effective.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And any benefits given over the phone is not a guarantee of payment. Is it for outpatient, inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Outpatient urgent care visit.
[AGENT][NEUTRAL] OK, this policy does coordinate with the primary insurance, whatever the primary applies to their deductible copay or co-insurance only for outpatient, we'll pay up to $2500 per calendar year.
[CUSTOMER][NEUTRAL] Thank you so much. OK, because his date of birth was [PII], right? So this is his newest policy.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right perfect um let me see.
[CUSTOMER][NEUTRAL] Let me see
[CUSTOMER][NEUTRAL] Let me see what else we have here. OK, City of [PII] is the group name, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Is the group number 15493?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL Catherine. You have a good day.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] [PII], it's [PII]
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alright, and I know and I know and I know the reference number. Thank you for everything, take care.
[AGENT][POSITIVE] Thanks you too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye bye.