AccountId: 011433970860
ContactId: 1305641e-49dc-49f2-b835-b692e63f387c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137699 ms
Total Talk Time (AGENT): 69946 ms
Total Talk Time (CUSTOMER): 47593 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/1305641e-49dc-49f2-b835-b692e63f387c_20250617T19:14_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from the Midtown Women's Center to get outpatient, um, benefits, remember.
[AGENT][POSITIVE] I'm sure, [PII] I can assist you with benefits. Um, first I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, the policy number is um 02480406 M as in Mary, L as in Lima, the number 8.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] The patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of clients. Um, the effective date on this policy was [PII]. The policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Outpatient?
[AGENT][NEUTRAL] OK, for outpatient, let's see.
[AGENT][NEUTRAL] For outpatient, we cover up to $7150 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] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And how much have they used as of now?
[AGENT][NEUTRAL] Um, so far nothing's been used. The full amount is available.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, perfect. And then can I just have a reference number for the call, please?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] Last initial is [PII] and today's date. Um is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you.
[AGENT][POSITIVE] OK, thank you, [PII] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you.