AccountId: 011433970860
ContactId: 25b386ff-3611-491b-9526-8dc6533b1bd1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139960 ms
Total Talk Time (AGENT): 70628 ms
Total Talk Time (CUSTOMER): 59030 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/25b386ff-3611-491b-9526-8dc6533b1bd1_20250422T13:25_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. How do you spell your name?
[AGENT][NEUTRAL] Um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] Thank you, [PII]. So I'm calling from Pembroke Pink Imaging, just checking to see if the patient is active and what her maximus maximum is.
[AGENT][NEUTRAL] I'm sure all that can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK. Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Policy is 01912264 M as in Mary L as in Louis 8.
[AGENT][NEUTRAL] OK. Thank you. Now, please verify the patient's name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And her date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Outpatient benefit, outpatient, uh, an office visit where we just don't charge for an office visit.
[AGENT][NEUTRAL] OK, for services provided in office, we cover up to 6500 per calendar year and that's for the co-insurance and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] And so far she has used.
[CUSTOMER][NEUTRAL] OK, has she met anything?
[AGENT][NEUTRAL] Yeah, so far she's used $105.39.
[CUSTOMER][NEUTRAL] I thank you and could I have a reference number for this call?
[AGENT][NEUTRAL] Yes, ma'am. So the reference number, you can use my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, thank you so much. You have a wonderful day today, OK?
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][POSITIVE] Thank you, bye.