AccountId: 011433970860
ContactId: 352910d8-fb03-431a-8712-b1d1df988e99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170089 ms
Total Talk Time (AGENT): 72036 ms
Total Talk Time (CUSTOMER): 53072 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/352910d8-fb03-431a-8712-b1d1df988e99_20250124T16:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from Bacon County Hospital, and I need to verify benefits on a patient, please.
[AGENT][NEUTRAL] OK, and is this for, uh, in the office?
[CUSTOMER][NEUTRAL] It's for a um.
[CUSTOMER][NEUTRAL] Hospital, uh, well, actually for labs that were done at our hospital.
[AGENT][NEUTRAL] OK, outpatient hospital. OK, what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] 01735273
[AGENT][NEUTRAL] And what's a good uh call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] And this was actually from a visit on [PII] of last year.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for verifying that information.
[AGENT][NEUTRAL] And what was the date of service in [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, so this policy termed [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Let me see if we have one after that. We do. So let me give you the current policy number.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 250-0293.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] That was 250-0293.
[AGENT][NEUTRAL] Uh-huh. And you said it was December.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't show a December claim though.
[AGENT][NEUTRAL] For [PII] and it
[CUSTOMER][NEUTRAL] Well, we just found out about the insurance, um, so that's why I checked.
[AGENT][NEUTRAL] Oh, OK, so you haven't filed it. OK, yeah, the out the outpatient outpatient benefit is up to $2500 per calendar year.
[CUSTOMER][NEUTRAL] No we haven't filed yet.
[AGENT][NEUTRAL] And of course this information is verification, not a guarantee of payment, and let me check his history.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], yeah, he has benefits available.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, and [PII], you have a reference number for our call?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference [PII] and first initial of my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you very much I appreciate your help.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL, uh, [PII], have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.