AccountId: 011433970860
ContactId: 1d718f43-5cdd-4142-8e24-c8af40335b68
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149500 ms
Total Talk Time (AGENT): 70836 ms
Total Talk Time (CUSTOMER): 45578 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=3.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/1d718f43-5cdd-4142-8e24-c8af40335b68_20250422T15:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling with the facility. I'm trying to verify eligibility and benefits for this patient's plan.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, can I get your name and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, yes, it's [PII] and callback number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] I have 02554747.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] OK. That is uh [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Uh, it's for outpatient.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 3500 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] OK, perfect. So, uh what was that amount again?
[AGENT][NEUTRAL] Um, 3500 per calendar year.
[CUSTOMER][NEUTRAL] And that's after the claim has been processed with the primary.
[AGENT][NEUTRAL] Yes, ma'am, and we'll cover the charges that goes towards the copay, the co-insurance, and the deductible.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] OK. Looks like that is all I need. Thank you so much. Um, if I could just get your name and if there's a reference number for the call?
[AGENT][NEUTRAL] Yes, the reference number is my name and today's date. My name is [PII]. Um it's spelled [PII] Last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Uh, no, ma'am. That's gonna be it. Thank you so much.
[AGENT][POSITIVE] OK. Thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.