AccountId: 011433970860
ContactId: fbd77b6a-2f31-4600-b137-31d0d8744266
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335239 ms
Total Talk Time (AGENT): 120759 ms
Total Talk Time (CUSTOMER): 108035 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/2025/04/07/fbd77b6a-2f31-4600-b137-31d0d8744266_20250407T17:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling from [PII] ENT. How are you doing today?
[AGENT][POSITIVE] I'm doing well, Miss [PII]. How are you doing?
[CUSTOMER][POSITIVE] It's Monday. I can't complain.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm calling to verify the patient's eligibility, please.
[AGENT][NEUTRAL] OK, I can help you with eligibility, Ms. [PII], can I please get your
[CUSTOMER][NEUTRAL] My callback number here is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And um can you repeat that um callback number one more time for me? our phone glitched.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. I appreciate that. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] The name is, it's the spouse. So the name is [PII]
[CUSTOMER][NEUTRAL] Last name is [PII] The [PII] of [PII] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the policy number I have here is 01780681 M as in Mary, L as in Larry, and the number 8.
[AGENT][POSITIVE] OK, thank you so much. Let me look up that policy for us real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I do show that this policy is no longer active. The policy terminated on [PII].
[AGENT][NEUTRAL] I'm checking to see if there's any, there is an active policy though. Let me give you that good policy number.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, go for it.
[AGENT][NEUTRAL] It's 218-9769.
[AGENT][NEUTRAL] And the effective date is May.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Can you hear me now?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, I can hear you now. Good. OK. Uh, so that, that good policy number is 2189769.
[CUSTOMER][NEUTRAL] Now I can.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the effective date is.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] As soon as you hit effective date, that's where you go.
[CUSTOMER][NEUTRAL] Like quiet.
[CUSTOMER][NEUTRAL] So I don't even know if it's mine or yours.
[AGENT][NEUTRAL] OK, did you get that effective date?
[CUSTOMER][NEUTRAL] Now
[CUSTOMER][NEUTRAL] No, what's this May, May what?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Now, how much do you guys cover for any diagnostic procedures done in office?
[AGENT][NEUTRAL] OK, and so this is just to verify benefits it's not a guarantee of payment. This is a supplemental insurance policy it's billed to the primary and helps with deductible.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, insurance, the patient has an inpatient calendar year benefit amount of $2500 and then an outpatient calendar year benefit also of $2500.
[AGENT][NEUTRAL] To go towards deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] And how much has been used for outpatient?
[AGENT][NEUTRAL] Let me look.
[AGENT][NEUTRAL] 89769 let me.
[AGENT][NEGATIVE] Nothing has been used for the year of [PII].
[CUSTOMER][POSITIVE] Perfect. All right, Ms. [PII], thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a great day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Bye bye.