AccountId: 011433970860
ContactId: 13f2a128-4c8e-43f6-b0a9-c56c4181b800
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143550 ms
Total Talk Time (AGENT): 70488 ms
Total Talk Time (CUSTOMER): 43787 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/13f2a128-4c8e-43f6-b0a9-c56c4181b800_20250528T13:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Hey, I need to check benefits for a patient that's having an upcoming outpatient surgery.
[AGENT][NEUTRAL] OK, I have to verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] My name is [PII] and I'm sorry, what was yours?
[AGENT][NEUTRAL] [PII], uh last initial [PII] And Ms. [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 01611530.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII] and my extension is [PII].
[AGENT][POSITIVE] Thank you and a moment.
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing his effective date is [PII] and he is active on the policy. And you say you're needing outpatient benefits, correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Not a guarantee of payment, just a verification of coverage. With this policy is secondary, we help with primary insurance deductible, co-pay, and or co-insurance, and the patient has a benefit max of up to $1500 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And has he met that 1500?
[AGENT][NEUTRAL] Uh, give me a moment.
[AGENT][NEUTRAL] Looks like he has issue um give me one moment.
[AGENT][NEUTRAL] Uh, it looks like he has $418.36 remaining.
[CUSTOMER][POSITIVE] OK, perfect. All right, that is all I needed thank you so much for your help.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL, Ms. [PII]. Have a great rest of your day.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][NEUTRAL] Mm bye.