AccountId: 011433970860
ContactId: 13f4fda4-30dd-499a-90fd-402db951a41a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194199 ms
Total Talk Time (AGENT): 77892 ms
Total Talk Time (CUSTOMER): 107054 ms
Interruptions: 2
Overall Sentiment: AGENT=2.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/13f4fda4-30dd-499a-90fd-402db951a41a_20250114T20:27_UTC.wav
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[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is Al[PII]How can I help you today?
[CUSTOMER][NEUTRAL] Hi El[PII]my name is Ta[PII]I'm calling from Comprehensive Sleep Care, and I have a patient here, um, presented this insurance card that I don't believe we take, and before we can put her back, I need to verify the benefits on here.
[AGENT][POSITIVE] Yeah, I'd love to help you with some benefits today, Ms. Ta[PII]and do you mind if I grab a quick call back number from you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, 239-225 0 no I'm sorry 23[PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect thank you and then the member's policy number?
[CUSTOMER][NEGATIVE] Her policy number is, where the heck is this thing?
[CUSTOMER][NEUTRAL] Is it the payer ID or because it it just says the.
[AGENT][NEUTRAL] It might say certificate number like inpatient outpatient certificate.
[CUSTOMER][NEUTRAL] Certificate, OK, so it has an outpatient benefit number 02486825 ML8.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you, and give me a moment while I get that policy pulled up for you, my friend.
[CUSTOMER][NEUTRAL] Mhm sure.
[CUSTOMER][NEUTRAL] And 2.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Mr. Ta[PII]would you be able to verify for me, please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Well they have my.
[CUSTOMER][NEUTRAL] Cl[PII]ate of birth 4-[PII].
[AGENT][NEUTRAL] Alright, I do see Cleo here. It looks like they are current and active with an effective date of 05[PII]and you were looking for benefits inpatient or outpatient today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, this is for a doctor's office visit.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] I do wanna let you know any benefit information I give you over the phone will just be a verification of coverage, not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK and you said it's inactive or active?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] They are active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm actually gonna pull up that policy document, one second while it loads, OK?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, so like I said, Monday, Tuesday, Wednesday, or Thursday. You can just leave it to our room. You can leave it to our room.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. um, your patient does have.
[AGENT][NEUTRAL] An outpatient benefit with us of up to $250 per calendar day, but I'm not showing benefits for a physician's office.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Got it, that's what I needed to know.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][POSITIVE] Yes, absolutely. And then is there anything else I can do to help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] Alright perfect well thank you so much for calling us here at APL and I hope you have a fabulous day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] My pleasure bye bye.