AccountId: 011433970860
ContactId: 42a205c2-0acf-4b66-979b-2d5be4d7bd6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163449 ms
Total Talk Time (AGENT): 71038 ms
Total Talk Time (CUSTOMER): 62093 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/42a205c2-0acf-4b66-979b-2d5be4d7bd6f_20250527T20:57_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] calling from Pinnacle Healthcare System. Just calling to get some benefits on a patient, please.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can verify benefits for you. And you say your name is again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], what is the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Oh shoot, I should have asked the policy number. I'm sorry.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Um, I have 02595727 M like Mary, L like Larry, the number 8.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Excuse me. I'm showing her effective, well, uh, effective date of [PII]. She is active on the policy. And what benefits are needing for this patient?
[CUSTOMER][NEUTRAL] Um, she's coming in for an echocardiogram and her deductible applies. I was calling to see if this policy picks up that.
[AGENT][NEUTRAL] And it
[AGENT][NEUTRAL] OK, and is this gonna be in an outpatient facility?
[CUSTOMER][NEUTRAL] Yes, outpatient in office.
[AGENT][NEUTRAL] OK. Not a guarantee of payment, just verification coverage. Uh, with the policy is secondary, we help with primary insurance deductible, co-pay, and or co-insurance, and she has an outpatient benefit max of up to $1000 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] So much and of course you didn't use none of that.
[AGENT][NEUTRAL] Uh, correct, she still has it available.
[CUSTOMER][NEUTRAL] This year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much, that's all that I needed.
[AGENT][POSITIVE] All right, Ms. [PII], thank you for calling APL. You have a great rest of your day.
[CUSTOMER][NEUTRAL] I'm so sorry, um, do you give a reference number for the call?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] OK, let me, I'm sorry, I didn't get your name.
[AGENT][NEUTRAL] It's [PII] last initial [PII]
[CUSTOMER][POSITIVE] Thank you so much well I you have a great rest of your day.
[AGENT][POSITIVE] You too, thanks for calling APO Mishmika.