AccountId: 011433970860
ContactId: 073e414e-b402-4f30-9df3-15ad828c1aa5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164580 ms
Total Talk Time (AGENT): 69407 ms
Total Talk Time (CUSTOMER): 72823 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/073e414e-b402-4f30-9df3-15ad828c1aa5_20250514T20:43_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Memorial Pre-service department. I was calling to check on benefits and eligibility on a patient, please, if you don't mind.
[AGENT][NEUTRAL] Yes, ma'am. I can verify benefits for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] Policy number I have here is 01979933 M like Mary L like Larry and number 8.
[AGENT][POSITIVE] OK, thank you so much. Give me one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII]. She is active on the policy and what benefits are needing for this patient?
[CUSTOMER][NEUTRAL] For outpatient um hospital procedure?
[AGENT][NEUTRAL] OK, not a guarantee of payment, just a verification coverage. With this policy as secondary, we help with primary insurance deductible, co-pay, and or co-insurance, and I show she has an outpatient benefit max of up to $500 per occurrence.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it's uh $500 for outpatient benefits.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK. So does this mean that the patient, um, does the patient have a deductible out of pocket or co-pay or co-insurance, or no? No. OK.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] OK. Thank you very much for that.
[AGENT][POSITIVE] Oh, you're welcome.
[CUSTOMER][NEUTRAL] Only a $500.
[CUSTOMER][NEUTRAL] OK. And then, um, Ms. [PII], can I have the first um letter of your last name and a reference number? And before that, um, do, do they require authorization?
[AGENT][NEUTRAL] No, um, prior authorization is not required, um, but my name is [PII].
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Thank you. And a reference number, please, if you don't mind.
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] Thank you very much. I appreciate it. You have a wonderful day now.
[AGENT][POSITIVE] Are you, you're welcome.
[AGENT][POSITIVE] Oh, you too, and thanks for calling APL. Bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK. Bye bye.