AccountId: 011433970860
ContactId: fc44d496-aa9a-4558-a245-274117c28256
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250550 ms
Total Talk Time (AGENT): 100287 ms
Total Talk Time (CUSTOMER): 75993 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/fc44d496-aa9a-4558-a245-274117c28256_20250530T17:24_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um, hi, good day. This is [PII] from provider's office. I'm just calling to check if, um, if the plan is still active, uh, secondary for this patient.
[CUSTOMER][NEUTRAL] I have on my end.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, uh, what was your name?
[CUSTOMER][NEUTRAL] Um, it's [PII]
[AGENT][NEUTRAL] [PII] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Um, yes. For my callback number, it is [PII].
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And do you have the policy number?
[CUSTOMER][NEUTRAL] Policy number is 01530909 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] Mhm. OK, thank you.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Um, this is for [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing to know if the policy was active?
[CUSTOMER][NEUTRAL] Mhm. Yes. And how much is the maximum benefit, or?
[AGENT][POSITIVE] OK, I can help you.
[CUSTOMER][NEUTRAL] If the office visits are COVID.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. The policy is active.
[AGENT][NEUTRAL] And did you say it was for an office visit?
[CUSTOMER][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] This is call for your office visit?
[AGENT][NEUTRAL] OK, office visits are not covered under this policy, but if they have any services done in the doctor's office, it would cover that.
[CUSTOMER][NEUTRAL] Oh, OK. And also, um, how much is the maximum benefit for the patient?
[AGENT][NEUTRAL] The maximum benefit if his service is done in the doctor's office, um, any benefits given over the phone, not a guarantee of payment.
[AGENT][NEUTRAL] It would cover up to $2500 per calendar year, and it coordinates with the primary insurance.
[AGENT][NEUTRAL] Whatever the primary applies to their deductible co-pay or co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, OK. And is there a way to know um how much is the, um,
[CUSTOMER][NEUTRAL] The used benefit for, for the maximum benefit.
[AGENT][POSITIVE] OK. I can, I can check for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] $344.09.
[CUSTOMER][NEUTRAL] Um, 344.9 cents.
[AGENT][NEUTRAL] Uh-huh. 344.09.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, got it. Thank you very much. And also, may I just have a reference number for all under your name?
[AGENT][NEUTRAL] We do not have reference numbers. You use my name in today's date. My name is [PII] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Um, that's all for me. Thank you. You have a great day.
[AGENT][POSITIVE] Thank you, [PII], for calling APL you as well.