AccountId: 011433970860
ContactId: 22de2d2d-3318-4ea5-b31f-6ad38c5afe54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288290 ms
Total Talk Time (AGENT): 115149 ms
Total Talk Time (CUSTOMER): 124970 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/22de2d2d-3318-4ea5-b31f-6ad38c5afe54_20250414T20:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] how may I help?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Hi, yes, my name is [PII], and I'm so sorry, what was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Is that [PII]? Awesome thank you so much [PII]. Um, I'm calling from Texas Digestive specialist. I was calling to verify benefits for a patient.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can help you with benefits, Ms. [PII]. Can I please get your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Yes, it'll be [PII] and I am at extension [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth [PII], and I have policy number 15146.
[CUSTOMER][NEUTRAL] 62.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and that was 1514662?
[CUSTOMER][NEUTRAL] Yeah, actually give me one moment. I wrote it down and I don't understand my own number. Give me one moment, um.
[AGENT][POSITIVE] Girl, I do that myself. Don't feel bad.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, so actually it's uh 1514642.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 42. OK, let's see, that pulls her up. Yes, that's her, her policy number. OK. So looking at this policy, um, it is no longer active. The policy terminated on [PII], but let me check, she may have an active policy. I'm gonna look. She does.
[CUSTOMER][NEUTRAL] There you go.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh OK oh OK OK.
[AGENT][NEUTRAL] She has an active policy with the effective date of [PII].
[AGENT][NEUTRAL] Let me give you the policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] It's 186-878-1.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. This is a secondary insurance that helps with deductible, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] She has an inpatient calendar your benefit amount of $2550.
[AGENT][NEUTRAL] And then she also has an outpatient calendar year benefit amount of $2550.
[CUSTOMER][NEUTRAL] OK, OK, and so, and just to clarify, um, it's just for outpatient services or you know stuff like that?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Inpatient only covers if it's 18 hours or more in the hospital.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Oh, OK, yeah, no, uh, thankfully it's not going to be anything, um, inpatient, um, and then.
[AGENT][POSITIVE] Oh, yes, thank goodness.
[CUSTOMER][NEUTRAL] Yes, have you, I'm sorry, has she accumulated any usage on the on the outpatient, um, benefits?
[AGENT][NEUTRAL] Let me check for you real quick.
[AGENT][NEUTRAL] It'll be just a second.
[CUSTOMER][POSITIVE] Sure, thank you.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] She has used $30.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] Awesome, OK, well thank you so much for that, Tori, um, and then when did this one you said it became effective, um, [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Alrighty, alright, thank you so much for that Tory if I could just please have a reference number.
[AGENT][NEUTRAL] Yes ma'am, you can use my name and today's date.
[CUSTOMER][POSITIVE] All right thank you so much have a good day.
[AGENT][NEUTRAL] You too, Miss, is that all I can help you with before we go?
[CUSTOMER][POSITIVE] Yes, that should be it thank you so much.
[CUSTOMER][NEUTRAL] But uh
[AGENT][POSITIVE] OK, well, you have a wonderful week and thanks for calling APL. Bye-bye, Miss [PII].
[CUSTOMER][POSITIVE] Yes thank you you too bye bye.