AccountId: 011433970860
ContactId: 0f348726-5d14-4466-adba-2c65bd1a40e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138289 ms
Total Talk Time (AGENT): 60542 ms
Total Talk Time (CUSTOMER): 49658 ms
Interruptions: 1
Overall Sentiment: AGENT=3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/0f348726-5d14-4466-adba-2c65bd1a40e1_20250328T14:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII]. I'm calling from a provider's office. How are you?
[AGENT][POSITIVE] I'm good, [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm doing great, thank you. I'm actually calling to verify to see if.
[CUSTOMER][NEUTRAL] You guys pick up a copay for a patient in office for an ultrasound done in office.
[AGENT][POSITIVE] OK. Yeah, I'm happy to take a look. Do you have the patient's policy number, [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, 023.
[CUSTOMER][NEUTRAL] 297
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] I don't know, she has, it says inpatient it's, well, it's not in the hospital, so it'll be outpatient. L as in
[CUSTOMER][NEUTRAL] I'm sorry, L and then number 8 at the end. I, I'm sorry.
[AGENT][POSITIVE] No, that's OK. Thank you so much. Let me try and pull this up here.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And then do you have a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][POSITIVE] Thank you so much. And then what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you so much. So the patient is active. The effective date is [PII].
[AGENT][NEUTRAL] This is a verification of benefits, not a guarantee of payment. It looks like the outpatient on the member plan benefit max for the calendar year is 3500.
[CUSTOMER][NEUTRAL] It's 76831.
[AGENT][NEUTRAL] And we are the secondary insurance, so we do pick up deductible, co-pay, co-insurance that the primary does not.
[CUSTOMER][POSITIVE] OK, perfect. That, that's all I needed. And you said your name is?
[AGENT][NEUTRAL] My name is [PII], which is [PII] My last initial is [PII], and that's the call reference with today's date.
[CUSTOMER][POSITIVE] Perfect. I appreciate it. Thank you, [PII]. Have a great day.
[AGENT][NEUTRAL] You, you too, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.