AccountId: 011433970860
ContactId: 444df8a5-bf9d-4b60-bf34-4b368fac4db1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117000 ms
Total Talk Time (AGENT): 70925 ms
Total Talk Time (CUSTOMER): 37580 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/444df8a5-bf9d-4b60-bf34-4b368fac4db1_20250205T15:22_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] Yes, [PII], I think you might have to transfer me. I need to verify uh patients coverage like what their outpatient hospital benefits would be.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you today. What is your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], thank you. And a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and I can help you with eligibility and benefits. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] That is 02295772 ML 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you, and I can help you with eligibility for um [PII]. I'm showing that her policy is active. Effective date is [PII]. This is her secondary coverage to her primary insurance, and you were needing benefits also, correct?
[CUSTOMER][NEUTRAL] Oh, excuse me, yes.
[AGENT][NEUTRAL] And for what type of services?
[CUSTOMER][NEUTRAL] It's for diagnostic testing.
[AGENT][NEUTRAL] Outpatient facility.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, she does have outpatient coverage up to $3500 per calendar year. That is a verification of coverage, not a guarantee of payment, and at this time, she does have that full benefit available.
[AGENT][POSITIVE] [PII], it was a pleasure to assist you with the eligibility and benefits. Anything else I can help you with today?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] No, that was it. Thank you so much for your help.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Likewise, thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.