AccountId: 011433970860
ContactId: 34b9f1b5-6e5b-45be-98cd-edddc53f1403
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131740 ms
Total Talk Time (AGENT): 61048 ms
Total Talk Time (CUSTOMER): 53565 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/34b9f1b5-6e5b-45be-98cd-edddc53f1403_20250423T14:28_UTC.wav
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[AGENT][NEUTRAL] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling because I need to verify benefits on the patient, please, and I'm sorry, can I have your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And how do you spell that if you don't mind?
[AGENT][NEUTRAL] [PII]. Can I have your name, callback number, and the policy number that you're calling to verify benefits for?
[CUSTOMER][NEUTRAL] Sure, my name is [PII]. That's [PII] Callback number is [PII]. Policy number is 02249239.
[AGENT][NEUTRAL] Thank you. And could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And uh, could you pronounce your name for me again?
[CUSTOMER][NEUTRAL] [PII], that's [PII]
[AGENT][POSITIVE] Thank you, you're saying you
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] You're calling to verify benefits and eligibility for inpatient office visit outpatient.
[CUSTOMER][POSITIVE] Bless you.
[CUSTOMER][NEUTRAL] It's gonna be for outpatient at an ambulatory service center. I know this is a gap insurance, correct?
[AGENT][POSITIVE] OK and thank you.
[AGENT][POSITIVE] Yes, that is correct. It looks like he has outpatient benefits of $500 per diagnosis.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is not a guaranteed benefits, just a disclaimer of the policy's coverage, and his policy has been active since [PII] and is currently active.
[CUSTOMER][NEUTRAL] OK, so it's 500 per diagnosis, not per day?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so that's the max they'll pay.
[AGENT][NEUTRAL] Yes, $500 per occurrence.
[CUSTOMER][NEUTRAL] OK, and can I have a reference number for our call?
[AGENT][NEUTRAL] We don't provide those, however, you can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, can I have the initial to your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much [PII] have a great day.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] That's all for today thank you.
[AGENT][POSITIVE] Thanks for calling APL and have a great day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.