AccountId: 011433970860
ContactId: 2b0f5cc6-8038-4200-8a63-8ab8a908e681
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117379 ms
Total Talk Time (AGENT): 52779 ms
Total Talk Time (CUSTOMER): 64418 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/2b0f5cc6-8038-4200-8a63-8ab8a908e681_20250418T12:40_UTC.wav
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[AGENT][NEUTRAL] Contacting HTO, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. I'm calling from Pembroke Pin Imaging. How are you?
[AGENT][NEUTRAL] I'm fine. How are you?
[CUSTOMER][POSITIVE] I'm great. I'm trying to check benefits on a patient to see her, what her max is and if she's active.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I can certainly help with the eligibility benefits, and I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] Thank you. And what is that uh policy number that we're looking at today?
[CUSTOMER][NEUTRAL] The policy number is 02332588M as in Mary L as in Louis 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I could have in the event that we're disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. Her policy went into effect on [PII]. It is active. Would you like the outpatient or inpatient benefits for the secondary insurance?
[CUSTOMER][NEGATIVE] Out outpatient, outpatient. I wanna see how much is her mac, how much she's mad.
[AGENT][NEUTRAL] Certainly, what we will do for outpatient services, we'll pick up the deductibles, co-payment, or co-insurance up to $2000 for a calendar year. That's just a verification of the benefits, not a guarantee of payment. Now, she hasn't used any of her benefits at all for this calendar year. It looks like that's all available.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Nothing, uh, awesome, [PII]. wow, you're awesome. Could I have a reference number? It's probably your name and the date today's date, right?
[AGENT][NEUTRAL] Yes, that's exactly what it is and the um letter of my last name is [PII].
[CUSTOMER][NEUTRAL] References.
[CUSTOMER][POSITIVE] [PII]. OK, very good, [PII]. You have a wonderful day today.
[AGENT][NEUTRAL] OK. Well, there's nothing else I can help with. Thanks for contacting APO.