AccountId: 011433970860
ContactId: 468990e3-9171-4930-a545-3d31a648f219
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181279 ms
Total Talk Time (AGENT): 63471 ms
Total Talk Time (CUSTOMER): 63417 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/468990e3-9171-4930-a545-3d31a648f219_20250425T17:09_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling to verify benefits for a patient, please.
[AGENT][POSITIVE] I'd be happy to assist with benefits today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] That is 0205676 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Um, that's not a valid policy number. Do you have a social?
[CUSTOMER][NEUTRAL] Um, hold on.
[CUSTOMER][NEUTRAL] No, I don't have a social. Let me look at the card again. Hold on.
[CUSTOMER][NEUTRAL] OK, I have [PII], sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I forgot that, yeah.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Station is [PII] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII], and is it for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] This is an outpatient benefits. He's scheduled for an outpatient colonoscopy, um, and, and upper endoscopy, which are both diagnostic procedures.
[AGENT][NEUTRAL] OK, I do show the.
[AGENT][NEUTRAL] Calendar year maximum and you said she?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] I'm sorry, what was the um name and date of birth?
[CUSTOMER][NEUTRAL] Station is [PII].
[AGENT][NEUTRAL] OK, I thought you said she is scheduled.
[CUSTOMER][NEUTRAL] No, he is scheduled, sorry.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] I just wanna make sure I have the right person, OK.
[AGENT][NEUTRAL] Um, and you said diagnostic, so, um, that will fall under the outpatient benefit, which is a 2500 year excuse me, per year calendar maximum.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And has he used any of that yet this year?
[AGENT][NEGATIVE] No. Nothing.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] So he has the full amount available.
[CUSTOMER][NEUTRAL] OK, and [PII], may I just get a reference number, please?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] And what time do you have right now?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much. Nope, I hope you have a great day and enjoy the weekend.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] No.