AccountId: 011433970860
ContactId: 0695b66f-a625-47c1-a2a5-2a1b2e058c80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188220 ms
Total Talk Time (AGENT): 76301 ms
Total Talk Time (CUSTOMER): 68920 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/0695b66f-a625-47c1-a2a5-2a1b2e058c80_20250605T16:23_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling from Gastro Health. I'm trying to verify the benefits for one of my patients.
[AGENT][NEUTRAL] OK. And how do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] It is 01663526 MLA.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I can help you with that. Is it for outpatient, inpatient, or a doctor's office?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Outpatient procedure.
[AGENT][NEUTRAL] OK, the effective date is [PII]. Any benefits given over the phone is not a guarantee of payment. This policy coordinates with the primary insurance.
[AGENT][NEUTRAL] Whatever the primary applies to their deductible, co-pay, or co-insurance will pay up to $1500 per calendar year.
[CUSTOMER][NEUTRAL] I got it, and it's still available?
[AGENT][NEUTRAL] Hold on just a moment. I'll check and see if they used anything.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, they have used $1,048.81.
[CUSTOMER][NEUTRAL] Uh, from, from 1500?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, so the patient only have some change.
[CUSTOMER][NEUTRAL] OK. Can I have your name and a reference number, please?
[AGENT][NEUTRAL] My name is [PII]. We do not have reference numbers. You can use my name and today's date.
[CUSTOMER][NEUTRAL] So, [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, [PII]
[CUSTOMER][NEUTRAL] Um, OK, [PII], I'm.
[CUSTOMER][POSITIVE] Yeah, it. So 1 $1500. Pa already used $1,048.81. Got it. Thank you so much, [PII]. Have a wonderful day.
[AGENT][POSITIVE] You're welcome. Thank you, [PII], for calling APL. You as well.
[CUSTOMER][POSITIVE] Thanks. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.