AccountId: 011433970860
ContactId: 471d87d7-49c9-4d04-92f0-5b7b21ffc2fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127819 ms
Total Talk Time (AGENT): 63490 ms
Total Talk Time (CUSTOMER): 50304 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/471d87d7-49c9-4d04-92f0-5b7b21ffc2fb_20250512T21:34_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. This is [PII] calling with this outpatient. I'm calling in reference to a mutation. I'm trying to obtain outpatient benefit.
[AGENT][NEUTRAL] OK, I can verify benefits for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It's gonna be 254-318-2.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][POSITIVE] No, no problem.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much. And you say you're calling to verify benefits and outpatient benefits, correct? Um eligibility and outpatient benefits, sorry. OK. um showing the effective date of [PII], policy is active, um, not a guarantee of payment, just a verification of coverage. With this policy, we are secondary. We help with primary insurance deductible, co-pay, and or co-insurance.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, you got it right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she has an outpatient benefit of up to $1000 per calendar day.
[CUSTOMER][NEUTRAL] $1000 right?
[AGENT][POSITIVE] Correct per calendar day, yes ma'am.
[CUSTOMER][NEUTRAL] OK. Does anything has been used?
[AGENT][POSITIVE] It's a per-day benefit.
[CUSTOMER][NEUTRAL] Oh, birthday. Oh, I'm sorry. I didn't get. Perfect. So, the last thing that my name is [PII] is gonna be the initial to your last name and a reference number.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, last name initial is [PII], and as far as reference, you may use my name in today's date.
[CUSTOMER][POSITIVE] Beautiful. Thank you so much for that information. I appreciate it.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Same to you bye.
[AGENT][NEUTRAL] Bye