AccountId: 011433970860
ContactId: 19901301-0e92-44b2-a3bd-91e1351ef213
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194070 ms
Total Talk Time (AGENT): 63558 ms
Total Talk Time (CUSTOMER): 75043 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/19901301-0e92-44b2-a3bd-91e1351ef213_20250423T12:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and I'm calling with um
[CUSTOMER][NEUTRAL] Altus Community Healthcare for our [PII] location. I'm calling to verify if the patient has coverage or not.
[AGENT][NEUTRAL] You're calling to verify if the patient is covered or not?
[CUSTOMER][NEUTRAL] Yes, because they present it with an insurance card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and spell your name for me and then provide me the policy number from the card.
[CUSTOMER][NEUTRAL] Can you hear me better now?
[CUSTOMER][NEUTRAL] Sure, it's F as in Frank, W A as in apple, N as in Nancy, EE.
[CUSTOMER][NEUTRAL] And let me get, let me put him in here, give me just one second.
[CUSTOMER][NEUTRAL] Let's see if she can give me his date of birth. One moment.
[CUSTOMER][NEUTRAL] OK, I'm trying to get the patient's date of birth for you. It's one of my registrars.
[CUSTOMER][NEUTRAL] But I can give you the um.
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] Policy number here, yeah, it is.
[CUSTOMER][NEUTRAL] 02488864.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And I do have the date of birth is [PII].
[AGENT][NEUTRAL] OK, give me one moment, let me pull up the policy.
[AGENT][NEUTRAL] And verify the patient's name first.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thanks for that information. And how do you pronounce your name? Is it [PII]?
[CUSTOMER][NEUTRAL] 2.
[AGENT][NEUTRAL] OK, thank you. I show the policy effective date is [PII], and this policy is active at this time. Did you say the service is in an office setting or outpatient facility?
[CUSTOMER][NEUTRAL] It's an emergency room.
[AGENT][NEUTRAL] ER, OK. So the maximum outpatient benefit is up to $2550.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That is per calendar year.
[AGENT][NEUTRAL] And information provided is verification, not a guarantee of payment. I don't show any of that benefit used at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and is there a reference number for this call?
[AGENT][NEUTRAL] My name in today's date, [PII] [PII] and [PII], anything else I can help with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] Oh, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.