AccountId: 011433970860
ContactId: 3892f0a8-b8b9-403e-a2c8-24eda1ecf716
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173589 ms
Total Talk Time (AGENT): 81395 ms
Total Talk Time (CUSTOMER): 68235 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/3892f0a8-b8b9-403e-a2c8-24eda1ecf716_20250227T18:05_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] I'm so sorry. Can you spell your name for me?
[AGENT][NEUTRAL] Sure, [PII]
[CUSTOMER][NEUTRAL] Oh, simple. Thank you, [PII]. I'm calling from Jackson Memorial Hospital and I'd like to verify a patient supplemental benefits, please.
[AGENT][NEUTRAL] OK, I can verify benefits for you. Excuse me, and your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] Yes, this is going to be 01797040 M like Mary L like Lamp 8.
[AGENT][NEUTRAL] OK, thank you. And you say your name is [PII]?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] Oh that's pretty. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Direct line with those age [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing her effective date is [PII]. She is active on this policy and what benefits are you needing for her?
[CUSTOMER][NEUTRAL] Outpatient procedure?
[AGENT][NEUTRAL] And it's just gonna be performed in an outpatient facility?
[CUSTOMER][NEUTRAL] At a hospital outpatient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, not a guarantee of payment, just verification of coverage. With this policy, we are secondary. We help with primary insurance deductible, co-pay and or co-insurance, and it shows you has a benefit max up to $1000 per calendar year.
[CUSTOMER][NEUTRAL] You said $2100?
[AGENT][NEUTRAL] No, ma'am, up to 100 $1000 per calendar year. It just has $1000. Yes, ma'am.
[CUSTOMER][NEUTRAL] 0, 1000.
[CUSTOMER][NEUTRAL] OK, and out of that $1000 has it been met?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Uh, no, ma'am. I don't sure if she's used any of her benefits, so it is available.
[CUSTOMER][POSITIVE] Oh perfect calendar year and available.
[CUSTOMER][NEUTRAL] Available I'm sorry, I'm writing this down as 0.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] I'll send
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Alright. And then, so then she wouldn't have to pay. Perfect. That's awesome. May I get a reference number and then it should to your last name, [PII].
[AGENT][NEUTRAL] Uh, you can use my name in today's date as reference and my last initial is [PII].
[CUSTOMER][POSITIVE] And then today's date is [PII]. Thank you so much and I hope you enjoy the rest of your work week. Be safe.
[AGENT][POSITIVE] Alright, you too, Mr. [PII] and thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.