AccountId: 011433970860
ContactId: 316a0e7f-e3d4-488d-bec0-3d60f48842e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133589 ms
Total Talk Time (AGENT): 63052 ms
Total Talk Time (CUSTOMER): 38234 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/316a0e7f-e3d4-488d-bec0-3d60f48842e4_20250124T14:19_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling in from Bative Outpatient services. Just calling in for um benefits for each patient.
[AGENT][POSITIVE] I'm sure that I can assist you with benefits. Um, first, I'll need a good callback number.
[CUSTOMER][NEUTRAL] Yeah, call back [PII].
[AGENT][NEUTRAL] OK, thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It is 136.
[CUSTOMER][NEUTRAL] 9733 ML 8.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is uh [PII], [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, she does have a new policy number.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me know when you're ready for it.
[CUSTOMER][POSITIVE] Yes, ready.
[AGENT][NEUTRAL] OK. The policy number is 02331259.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And 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] Outpatient benefits.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to $350 per day and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you so much.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great weekend. Mm bye.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you.