AccountId: 011433970860
ContactId: 3fc73952-b278-4b35-94b9-5e710f0cf64b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119959 ms
Total Talk Time (AGENT): 57007 ms
Total Talk Time (CUSTOMER): 48420 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/3fc73952-b278-4b35-94b9-5e710f0cf64b_20250203T14:54_UTC.wav
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[AGENT][POSITIVE] Good Morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling on behalf of Presbyterian Saint Luke's Insurance Verification department. Need to verify eligibility and benefits please for a patient?
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] I have 02297912.
[AGENT][NEUTRAL] [PII], what is the policy I mean sorry, the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you, and it would be my pleasure to assist you with eligibility and benefits for [PII]. I'm showing her policy is active. Effective date is [PII], and this is the secondary policy to the policyholders Major Medical.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what type of benefits are you needing? You said outpatient?
[CUSTOMER][NEUTRAL] Uh, this is for outpatient surgery.
[AGENT][NEUTRAL] OK, she does have outpatient coverage up to $1000 per calendar year.
[AGENT][NEUTRAL] Now that is a verification of coverage and not a guarantee of payment.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, has anything been me towards that 1000?
[AGENT][NEUTRAL] As of right now, she has that full benefit remaining for 2025.
[CUSTOMER][POSITIVE] OK, thank you so much, and we have claims going to
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Awesome thank you so much. I really appreciate all of you. You have a great day.
[AGENT][POSITIVE] [PII], it's my pleasure to.