AccountId: 011433970860
ContactId: 0c5a7030-7b22-40e3-82cb-beacbab2e971
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120510 ms
Total Talk Time (AGENT): 63648 ms
Total Talk Time (CUSTOMER): 43431 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/0c5a7030-7b22-40e3-82cb-beacbab2e971_20250124T18:58_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. That's [PII] I'm looking to verify patient benefits, please.
[AGENT][NEUTRAL] I'm sure [PII] I can assist you with benefits. Um, first, could I get a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Policy number is 01628727ML8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, patient's name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. I'm showing the effective date on this policy was [PII] and the policy is still active.
[AGENT][NEUTRAL] Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient benefits, please.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 2500 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK, and have they met any of their benefits for this year?
[AGENT][NEGATIVE] Um, no. So far, no benefits have been used.
[CUSTOMER][NEUTRAL] OK perfect thank you Miss [PII]. Can I have your last name initial, and a reference number please?
[AGENT][NEUTRAL] Um, yes, my last initial is [PII], and the reference number is my name and today's date. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] No, that'd be all. Thank you so much for your help.
[AGENT][POSITIVE] OK. Thank you, [PII], for calling APL. Have a great weekend. Mm bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.