AccountId: 011433970860
ContactId: 155f600d-05dd-4107-beaf-5d8d086f2733
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196699 ms
Total Talk Time (AGENT): 53999 ms
Total Talk Time (CUSTOMER): 43809 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/155f600d-05dd-4107-beaf-5d8d086f2733_20250321T20:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling to verify benefits uh for a patient, please.
[AGENT][NEUTRAL] OK, and what is your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], [PII]. Direct line.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] You're welcome. And I'm sorry, can I have your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][NEUTRAL] And [PII], um, I can verify benefits. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, 02456536. Ae Cuevas.
[AGENT][NEUTRAL] And do you have the patient's date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, this is not a guarantee of paying
[AGENT][NEUTRAL] And just a basic outline of the policy. The patient is active and effective [PII].
[AGENT][NEUTRAL] Are you needing outpatient benefits?
[CUSTOMER][NEUTRAL] Um, yes, patient is coming for an MRI underdiagnostic Hospital outpatient facility in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me get the benefits pulled up. Hold on one moment.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Um, so they have an outpatient calendar year maximum of $6350.
[CUSTOMER][NEUTRAL] OK, 6350, OK.
[AGENT][NEUTRAL] Uh, yes, 6050, um, let's see, um.
[CUSTOMER][NEUTRAL] Have they use any?
[AGENT][NEUTRAL] Uh, it looks like they've just used $55.
[CUSTOMER][NEUTRAL] OK, OK. OK, so still have available. All right, perfect. Let me have your uh call reference number.
[AGENT][NEUTRAL] Um, the call reference number is just my first name, [PII].
[AGENT][NEUTRAL] Last initial or first initial, my last name which is [PII] and today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye