AccountId: 011433970860
ContactId: 2541d17d-1a40-48f0-8e0d-c582c9b0e505
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144679 ms
Total Talk Time (AGENT): 48268 ms
Total Talk Time (CUSTOMER): 35868 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/2541d17d-1a40-48f0-8e0d-c582c9b0e505_20250424T14:58_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, good morning, ma'am. My name is [PII]. I'm calling from Valley Baptist Outpatient Labs, and I have a patient that I need to verify eligibility and benefits, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility and benefits. Do you have a good callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And policy number of the patient?
[CUSTOMER][NEUTRAL] It is 01868824.
[AGENT][NEUTRAL] And what was that patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] I show the policy is effective [PII]. It's currently active.
[AGENT][NEUTRAL] And was that for outpatient benefits?
[CUSTOMER][NEUTRAL] It was she was in the ER but they didn't clear that account so I'm following up on the insurance verification.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] So are you needing claim status or just the benefits?
[CUSTOMER][POSITIVE] Just the benefits.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] that pulled up, one moment.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, so they have a $2550 per covered person per calendar year maximum payout.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so this is a secondary policy it will pick up after the primary processes the claim, um, any potential deductible co-insurance, co-pay, and not a guarantee of payment, just a basic outline of our policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Was that all for her?
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] OK, uh, Ms. [PII], is there a reference number for our call?
[AGENT][NEUTRAL] That's just my name and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.