AccountId: 011433970860
ContactId: 1d86c90e-a31e-4274-b398-5a8f45b70a92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129580 ms
Total Talk Time (AGENT): 67970 ms
Total Talk Time (CUSTOMER): 36299 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/1d86c90e-a31e-4274-b398-5a8f45b70a92_20250428T20:34_UTC.wav
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[AGENT][NEUTRAL] For contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good, um, good evening. I'm calling to verify a patient's benefits.
[AGENT][NEUTRAL] I can help with benefits. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII]. Last initial is [PII].
[AGENT][NEUTRAL] Thank you, [PII], what's that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] That is 02312747.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] That is [PII] in [PII].
[AGENT][POSITIVE] OK, I do appreciate that. Thank you. Well, I'm looking that up, if I could have a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now, the policy went into effect on [PII]. It is active. Would you like the outpatient hospital benefits or the inpatient hospital benefits?
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][NEUTRAL] OK, so what we will do is we will pick up the deductible, co-payment or co-insurance for outpatient services up to $1000 per calendar year. Um, there is a $300 deductible that must be met each year, and this is just a verification of those benefits, not a guarantee of payment. That looks like for the calendar year [PII], [PII] hasn't used any of her benefits at all.
[AGENT][NEUTRAL] So there would still be the $100 deductible that would have to be uh would have to be um collected, but uh the other benefits would still be available as well.
[CUSTOMER][NEUTRAL] OK, is there a maximum amount on the outpatient for the year?
[AGENT][NEUTRAL] It's $1000 per calendar year.
[CUSTOMER][NEUTRAL] OK perfect and if I could just have your last initial?
[AGENT][NEUTRAL] It's [PII]. We're gonna use that today's date as a reference. Is there anything else at all that I need help with?
[CUSTOMER][POSITIVE] No thank you so much for your assistance. I hope you have a great day and enjoy the rest of your week.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Mhm thanks for contacting AP have a good day.