AccountId: 011433970860
ContactId: fbdc4928-157d-412e-acd3-6d23671f39ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301220 ms
Total Talk Time (AGENT): 131322 ms
Total Talk Time (CUSTOMER): 82104 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/fbdc4928-157d-412e-acd3-6d23671f39ec_20250625T15:55_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is easy. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling for some benefits.
[AGENT][POSITIVE] Yes, ma'am, I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now, I need a callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] E P E L L C.
[AGENT][NEUTRAL] OK. I apologize. That's not one of our policy numbers.
[CUSTOMER][NEUTRAL] Let me check.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's 024.
[CUSTOMER][NEUTRAL] 73,480.
[CUSTOMER][NEUTRAL] M as in mom.
[CUSTOMER][NEUTRAL] L
[CUSTOMER][NEUTRAL] 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Any close with you.
[CUSTOMER][NEUTRAL] And date of birth?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII] from [PII].
[AGENT][NEUTRAL] Thank you and just submit advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active.
[AGENT][NEUTRAL] And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there any co-payment?
[AGENT][NEUTRAL] Um, what type of service is this for? Is it for outpatient or an office visit?
[CUSTOMER][NEUTRAL] Office visit.
[AGENT][NEUTRAL] OK, for services provided in office, um, let's see, we cover up to 1500 per day, and that's for the co-insurance and the deductible after the primary insurance processes the claim, but the co-pay for the office visit is not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it's not covered, and what about the deductible?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, we cover the deductible and the co-insurance after the primary insurance processes the claim. We cover that up to 1500 per day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well thank you so much for this information. Can I get again the effective date?
[AGENT][NEUTRAL] The effective day?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. Yes, ma'am. One moment. Let me get back to that screen.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And again, just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much for this information. Can I get your name and reference code?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. For the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] My last initial is [PII], and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] That's all. And to finish, can I get the billing address, the PO what?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] And that goes to
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much for the information [PII].
[AGENT][POSITIVE] OK. You're welcome, [PII]. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That's all for today thank you.
[AGENT][POSITIVE] Mhm. Thanks again for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][POSITIVE] Mm, thank you.