AccountId: 011433970860
ContactId: 3a964bc4-e6e6-490e-bc06-c58fbaebbaad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169660 ms
Total Talk Time (AGENT): 71701 ms
Total Talk Time (CUSTOMER): 51735 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/3a964bc4-e6e6-490e-bc06-c58fbaebbaad_20250514T17:07_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I'm calling from the facility. Need to verify the patient's eligibility.
[AGENT][POSITIVE] Sure, [PII], I can assist you with that. Can I have a callback number for you?
[CUSTOMER][NEUTRAL] Callback number it is [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] And what is that policy number of the member that you're calling to verify benefits for today?
[CUSTOMER][NEUTRAL] It is 02126225. M as in Mary, L 8.
[AGENT][POSITIVE] Thank you. Can you verify the patient's name and date of birth, and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Yes, it's [PII], [PII].
[AGENT][NEUTRAL] You're calling to verify benefits and eligibility, correct?
[CUSTOMER][NEUTRAL] Yes, due to the patient has an appointment, I need to verify he he he.
[CUSTOMER][NEUTRAL] To sign any claims to the gap insurance.
[AGENT][NEUTRAL] So let me give you the correct policy number because the one you gave is terminated.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 257-055-9. It's 257-055-9. This policy has been active since [PII] and it's currently active. And what is the place of service inpatient, outpatient office visits?
[CUSTOMER][NEUTRAL] Outpatient facility.
[AGENT][NEUTRAL] The member has outpatient benefits.
[CUSTOMER][NEUTRAL] Uh, does he have?
[AGENT][NEUTRAL] Because she has outpatient benefits of $6000 per calendar year, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, does the $6000 have been met or or none?
[CUSTOMER][NEUTRAL] Does it have any remain?
[AGENT][NEUTRAL] Mm. So he has utilized.
[AGENT][NEUTRAL] 90.
[AGENT][NEUTRAL] $1940.60 of his benefits for the [PII] year.
[CUSTOMER][NEUTRAL] So he have used you say um 1900?
[AGENT][NEUTRAL] $1940.60 of his benefits for [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, that will be all. Thank you so much.
[AGENT][POSITIVE] Thanks for calling APL you have a great day.
[CUSTOMER][POSITIVE] Thank you, same bye bye.