AccountId: 011433970860
ContactId: 27014b51-27eb-4e27-b6af-72be7de0bf22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128300 ms
Total Talk Time (AGENT): 67203 ms
Total Talk Time (CUSTOMER): 33019 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/27014b51-27eb-4e27-b6af-72be7de0bf22_20250515T20:11_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Hi, I'm calling to get benefits for a patient.
[AGENT][NEUTRAL] Alright, I can assist you with benefits, and may I have your name?
[CUSTOMER][NEUTRAL] [PII] last name initial is [PII].
[AGENT][POSITIVE] Thank you. And may I have a callback number just in case we get disconnected, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and you're calling from which facility for my notes?
[CUSTOMER][NEUTRAL] Diagnostic Center of Miami.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] May I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 02545311 ML 8
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what's um it's gonna be for outpatient facility?
[CUSTOMER][NEUTRAL] Outpatient benefits.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And this is one of our secondary supplemental plans for the major medical. We have an effective date of [PII]. It is active at the moment and the outpatient maximum is 3500 per cover person per calendar year.
[CUSTOMER][NEUTRAL] Has she used any?
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] As of today, they have not used their benefits for [PII], so she still have the full amount available.
[CUSTOMER][NEUTRAL] OK, your name is spelled [PII]?
[AGENT][NEUTRAL] Yes, [PII] last initial [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much for your help. So you have a great day.
[AGENT][NEUTRAL] New nearest pharmacy and thank you for calling APL.
[AGENT][NEUTRAL] In
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Yeah.