AccountId: 011433970860
ContactId: 1a2b6fad-9acd-4a67-bffa-4efa70f22d6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211559 ms
Total Talk Time (AGENT): 98876 ms
Total Talk Time (CUSTOMER): 56539 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/1a2b6fad-9acd-4a67-bffa-4efa70f22d6e_20250414T19:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yeah then I'd like to verify benefits for a patient.
[AGENT][POSITIVE] OK, I can help you with benefits. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] Mhm it's [PII], last initial R number is [PII].
[CUSTOMER][NEUTRAL] Give me the
[AGENT][NEUTRAL] OK, thank you [PII] and then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] That this health surgery center I can do.
[AGENT][NEUTRAL] Oh thank you. And then may I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm my name is [PII].
[CUSTOMER][NEUTRAL] Um, date of birth is [PII] and then the policy number is 01.
[CUSTOMER][NEUTRAL] 611844ML8.
[AGENT][POSITIVE] OK, thank you, let me look that up real quick.
[AGENT][NEUTRAL] OK, and are you looking for um eligibility and benefits?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][POSITIVE] OK, I can help you with eligibility and benefits. Let me get [PII] pulled up here real quick.
[AGENT][NEUTRAL] Alright, I do show that [PII] does have an active policy. Her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify the benefits. It's not a guarantee of payment. She has a supplemental insurance policy that helps with deductible, co-pay and co-insurance.
[AGENT][NEUTRAL] She has an inpatient calendar year benefit amount of $2500 and then she also has an outpatient calendar year benefit amount of $1500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry, the first one was inpatient you said?
[AGENT][NEUTRAL] Yes, for 2500.
[AGENT][NEUTRAL] And then outpatient, yes.
[CUSTOMER][NEUTRAL] Outpatient is 1500.
[AGENT][NEUTRAL] Yes, per calendar year to help towards the deductible co-pay or coinsurance.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] And then has she used any of it so far for the year?
[AGENT][NEUTRAL] Let me check for you.
[CUSTOMER][NEUTRAL] For the outpatient?
[AGENT][NEUTRAL] OK, let me look.
[AGENT][NEUTRAL] Yes, um.
[AGENT][NEUTRAL] There's been a total of 3000, I'm sorry, that's wrong, $377.07 used.
[CUSTOMER][NEUTRAL] 9
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes sorry, you said 377 and 7 cents.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK perfect alright and just your name and reference for the call then.
[AGENT][NEUTRAL] And you can use uh my name [PII] and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright perfect thank you so much that's all for today.
[AGENT][POSITIVE] OK, thank you [PII] you have a good week and thanks for calling APL.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] You too take care.
[AGENT][NEUTRAL] You too bye bye.