AccountId: 011433970860
ContactId: f725c38b-eafc-4cff-897f-4c27fb38d4d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209649 ms
Total Talk Time (AGENT): 76179 ms
Total Talk Time (CUSTOMER): 56111 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/f725c38b-eafc-4cff-897f-4c27fb38d4d3_20250219T19:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, good afternoon. I'm calling because I needed to check if a patient was active with you guys.
[AGENT][NEUTRAL] Yeah, I can check eligibility for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] Um, I have a 0250053.
[CUSTOMER][NEUTRAL] M as in Mary, L 7.
[AGENT][NEUTRAL] OK, um, I'm sorry, I think I missed a digit there before that M. Could you repeat that for me?
[CUSTOMER][NEUTRAL] 02500532
[AGENT][POSITIVE] OK perfect sorry about that I was missing the two give me just a moment.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] I have [PII] [PII].
[AGENT][NEUTRAL] Alright, thanks for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so this patient is coming into our facility for a procedure, um, but they do have a $5000 deductible. Do you guys cover that?
[AGENT][NEUTRAL] Yes, so this is a, as it's a secondary medical plan, it is designed to help with co-pay, deductible and co-insurance after major medical pays, um, this was for outpatient.
[CUSTOMER][NEUTRAL] Uh, yes, it would be an outpatient procedure.
[AGENT][NEUTRAL] OK, OK, um, of course I will let you know verification of coverage is not a guarantee of payment for claims, so their outpatient benefit is on a per calendar day basis, so it pays up to $500 max per calendar day.
[CUSTOMER][NEUTRAL] OK, give me one sec.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK perfect so just to confirm it was $500 per day.
[AGENT][POSITIVE] That's correct, up to $500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, perfect. Can I get uh your name and a reference number?
[AGENT][NEUTRAL] Yeah, reference number would just be my first name, last initial, and today's date, uh so my name is spelled [PII]
[AGENT][NEUTRAL] Last initial is [PII] and then was there anything else I can help you with [PII]?
[CUSTOMER][POSITIVE] Uh, no, that's all. Thank you so much for your help.
[AGENT][POSITIVE] OK, yeah, thanks for calling HL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.