AccountId: 011433970860
ContactId: fb870f32-36d8-4351-9952-1e2e0361b2e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150250 ms
Total Talk Time (AGENT): 79650 ms
Total Talk Time (CUSTOMER): 42429 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/fb870f32-36d8-4351-9952-1e2e0361b2e2_20250519T13:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to get a patient's secondary benefits.
[AGENT][POSITIVE] All right, I'm happy to check on benefits. Can I get the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01611522 ML8.
[AGENT][POSITIVE] All right, thank you so much. Let me pull that up here. And then can I grab your first name for documentation?
[CUSTOMER][NEUTRAL] My first name is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], what's the patient name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is [PII]. We are again the member secondary insurance, so this does cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] Deductibles, copay, and co-insurance, and is there a cap amount for physical therapy?
[AGENT][NEUTRAL] Uh, let me see what their limit would be for outpatient. One moment.
[AGENT][NEUTRAL] So the member's plan does have an outpatient benefit max for the calendar year of 1500.
[AGENT][NEUTRAL] And it looks like they have the full amount remaining.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, um, can I have the PO box where the claims go?
[AGENT][NEUTRAL] Yeah, absolutely. Claims go to [PII].
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] And is there an electronic payer ID?
[AGENT][NEUTRAL] Mhm, it's 60801.
[CUSTOMER][POSITIVE] Perfect, can I have a reference number for our call today?
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is my name with my last initial in today's date. My name again is [PII] and my last initial is going to be [PII].
[CUSTOMER][POSITIVE] Perfect thank you very much I hope you have a nice day.
[AGENT][POSITIVE] You too, [PII]. Take care.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.