AccountId: 011433970860
ContactId: 0f742fd7-1e93-42e5-b89a-18096f3cedb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135929 ms
Total Talk Time (AGENT): 67475 ms
Total Talk Time (CUSTOMER): 47103 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/0f742fd7-1e93-42e5-b89a-18096f3cedb3_20250224T18:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I was calling to verify a patient's uh insurance.
[AGENT][POSITIVE] OK, I can help you with that. Can I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]. Last initial is [PII]
[AGENT][POSITIVE] Thank you. What's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And what's the policy number?
[CUSTOMER][NEUTRAL] Policy number is 01594460.
[AGENT][NEUTRAL] OK, thank you, and verify the name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Alright thanks [PII] and you're calling for eligibility?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I was trying to see if they have benefits and if authorization would be required for their upcoming service.
[AGENT][NEUTRAL] OK, sure. Uh, OK, so the policy has an effective date of [PII] and is currently active, and this policy does not require any pre-op.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And uh would this be for inpatient, outpatient or office?
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, this is the verification of coverage. It doesn't guarantee the payment of a claim. The outpatient benefit maximum is $1000 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And then can I get your name, please?
[AGENT][NEUTRAL] Sure, it's [PII], that's [PII]
[CUSTOMER][NEUTRAL] [PII], I'm sorry.
[AGENT][NEUTRAL] And is there anything
[AGENT][NEUTRAL] That's OK. [PII]
[CUSTOMER][NEUTRAL] ETTA last initial?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Um, thank you so much, ma'am.
[AGENT][POSITIVE] No problem, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that will be all. Thank you so much.
[AGENT][POSITIVE] All right, thanks for calling AP excuse me, APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks, bye bye.