AccountId: 011433970860
ContactId: 0dec3b49-ae34-43af-9a3d-9fae60498a77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127769 ms
Total Talk Time (AGENT): 67860 ms
Total Talk Time (CUSTOMER): 40252 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/0dec3b49-ae34-43af-9a3d-9fae60498a77_20250408T12:17_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling because I need benefits on the patient, please.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, I'll need your name and a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Of course, [PII], it's [PII] [PII]. And can I have your name if you don't mind, please?
[AGENT][NEUTRAL] Um yes, my name is [PII]. Um it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm. No problem. And now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Of course, the policy number is gonna be 224-0471NL8.
[AGENT][NEUTRAL] Thank you, [PII]. Now, could you please verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And just let me 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, and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK. For outpatient, we cover up to 7900 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, has any of that 7900 been used?
[AGENT][NEUTRAL] Um, so far nothing's been used this year.
[CUSTOMER][NEUTRAL] So the max is 7800 correct?
[AGENT][NEUTRAL] Yes, ma'am, per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK, if you don't mind, can I have a reference number for our call?
[AGENT][POSITIVE] Yes, you can use my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That's all for today thank you so much have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.