AccountId: 011433970860
ContactId: 0e9b7b6e-300c-4d89-b2bc-61b98aab2e4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185759 ms
Total Talk Time (AGENT): 96828 ms
Total Talk Time (CUSTOMER): 59176 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/0e9b7b6e-300c-4d89-b2bc-61b98aab2e4c_20250326T15:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], um, my name is [PII], and I was just calling to get benefits for a patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with benefits. Can I please get your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Um, [PII] and I'm calling from American Health Imaging.
[AGENT][NEUTRAL] OK, thank you very much. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] I have a [PII] and date of birth is [PII]. Her policy number is 02292700.
[AGENT][NEUTRAL] OK, let me look that policy up for us real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. She has a supplemental insurance policy that is billed secondary to the primary. It's a gap insurance that helps with deductible, co-pay, and co-insurance. She has an inpatient benefit amount of $2500 and then she has an outpatient benefit amount per calendar day of $500.
[CUSTOMER][NEUTRAL] OK, interesting.
[CUSTOMER][NEUTRAL] Good to know. Is there an out of pocket or anything? OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] No, ma'am. Uh, this policy actually helps with deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, and you said OK.
[AGENT][NEUTRAL] She does have
[CUSTOMER][NEUTRAL] You said the individual deductible is 500 per day?
[AGENT][NEUTRAL] Right, the outpatient per calendar day benefit amount is $500. Now if she does go inpatient, um, she has per calendar year a benefit amount of $2500.
[CUSTOMER][NEUTRAL] Got you, OK.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][POSITIVE] Sounds good. Um.
[CUSTOMER][POSITIVE] OK, yeah, that's perfectly fine.
[AGENT][NEUTRAL] OK. All right, Ms. [PII], is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Um, no, ma'am.
[AGENT][POSITIVE] All right. Well, I hope you have a wonderful day and we appreciate you calling APL today.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] You're very welcome. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you sir.