AccountId: 011433970860
ContactId: f88a6438-5c2a-4412-9951-b4b15e3b3fa6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175419 ms
Total Talk Time (AGENT): 82720 ms
Total Talk Time (CUSTOMER): 93082 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/f88a6438-5c2a-4412-9951-b4b15e3b3fa6_20250121T21:14_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] But they're talking about [PII] though.
[CUSTOMER][NEUTRAL] Hi, yes, good afternoon. I'm calling from Doctor [PII]'s office provider's office. I was trying to get patient eligibility for their secondary insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, I'd love to help you with eligibility today. Can I have your name please and a good call back number?
[CUSTOMER][NEUTRAL] [PII], and the phone number would be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what's the member's policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I have.
[CUSTOMER][NEUTRAL] The out
[CUSTOMER][NEUTRAL] 249.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 1250 ML 8.
[AGENT][POSITIVE] Perfect let me get that pulled up for you.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][POSITIVE] Wow
[CUSTOMER][NEUTRAL] They do
[CUSTOMER][POSITIVE] Oh cool. There, there is more in, in just like around just in in [PII] around [PII].
[AGENT][NEUTRAL] Thank you. And can you verify for me please your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, yes, [PII], [PII].
[CUSTOMER][NEUTRAL] But it was a lot
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I do see that your patient here is current and active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I is there any other information you're needing for eligibility today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Does it cover any co-payment amounts from the primary insurance?
[AGENT][NEUTRAL] OK, oh, absolutely, yeah, so we are the gap policy, um, are you needing for inpatient or outpatient?
[CUSTOMER][NEUTRAL] Outpatients.
[AGENT][NEUTRAL] OK, perfect. I do wanna let you know any benefit information I give over the phone is always just a verification of coverage, not a guarantee of payment. Um, I show his outpatient benefit with us is $500 per calendar day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then we do um help uh pick up and pay on um charges applied to the co-pay coinsurance and deductible.
[CUSTOMER][NEUTRAL] Mr.
[CUSTOMER][NEUTRAL] Any, any certain amount or my mom want me to take it to.
[AGENT][NEUTRAL] Just up to $500 per calendar day.
[CUSTOMER][NEUTRAL] All right. Oh no, of course, I thought that somebody hope it would be that high. I hope not. Um, OK.
[AGENT][NEUTRAL] I know that would be a lot.
[CUSTOMER][NEUTRAL] To take [PII] to a game.
[CUSTOMER][NEUTRAL] So diet copay that far at 99. OK, can I have a good reference number that I can speak to you and be working in in [PII].
[AGENT][NEUTRAL] Oh, you bet you the reference number, it's my name [PII] My last initial B like boy and today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] it's
[CUSTOMER][POSITIVE] Thank you so much because there are be back on Monday.
[AGENT][POSITIVE] Oh, it's my pleasure.
[AGENT][POSITIVE] Yes, likewise, Miss [PII], you stay warm and take care. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.