AccountId: 011433970860
ContactId: f4990120-ac85-4a57-88c3-e0f276795b34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185479 ms
Total Talk Time (AGENT): 81071 ms
Total Talk Time (CUSTOMER): 63476 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/f4990120-ac85-4a57-88c3-e0f276795b34_20250128T18:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from ACA4 to West surgical specialist. I was needing to verify benefits and eligibility on a patient.
[AGENT][NEUTRAL] OK, I can help you with that information. So is this outpatient facility or in office?
[CUSTOMER][NEUTRAL] Um, it'll be in office.
[AGENT][NEUTRAL] OK. Is it in-office treatment?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I think it'll be more eval and then if they do need treatment, it'll be, it would be a surgery.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so office visit. And what's the policy number?
[CUSTOMER][NEUTRAL] Um, so I spoke to, I think it was 90 Degree Benefits, and they said the policy number I have is just for the preventative side, and then I could give you her name, date of birth, or social to look up on this end.
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] I'll take the Social Security number.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected, [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. Give me 1 2nd.
[AGENT][NEUTRAL] The patient's name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Alright, thank you for that information. I have the policy number if you wanna jot it down.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] That that number is 256.
[AGENT][NEUTRAL] 476 7.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I'm showing an effective date of [PII] policy is active at this time.
[AGENT][NEUTRAL] And then for a service in a physician's office, whether it's primary care or specialist, the benefit is up to $75 per visit, maximum of 5 visits per calendar year.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And any information provided is verification, not a guarantee of payment currently for year [PII].
[AGENT][NEUTRAL] Um, none of the visits have been used at this time.
[CUSTOMER][NEUTRAL] OK, and are you able to confirm the billing address where we would need to send the claim to you?
[AGENT][NEUTRAL] Uh huh, the claim would be mailed to [PII].
[AGENT][NEUTRAL] [PII] and that's to IMA.
[CUSTOMER][NEUTRAL] OK, and is there any kind of reference number for our call?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference, [PII]
[CUSTOMER][NEUTRAL] my name
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] First initial last name is [PII] and anything else, [PII]?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, that's all I needed thank you [PII]. I appreciate your help.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.