AccountId: 011433970860
ContactId: 48e02d39-c431-4c45-8ac7-bfea13f992ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143850 ms
Total Talk Time (AGENT): 66303 ms
Total Talk Time (CUSTOMER): 51331 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/48e02d39-c431-4c45-8ac7-bfea13f992ba_20250527T18:44_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi. Um, I need to verify if a patient is active with you all.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with coverage. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. That's [PII] um callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now, can I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, it's 02556462.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] OK his name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, perfect. Give me one second. OK. Um, how much does she get for hospital outpatient per year?
[AGENT][NEUTRAL] OK. For outpatient, we cover up to 8700 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And how much has she used towards that, if anything?
[AGENT][NEUTRAL] OK, let's see, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. So far she has used $3,481.26.
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat that number 3000?
[AGENT][NEUTRAL] Mhm. $3,481.26.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. What was your name again?
[AGENT][NEUTRAL] Um, it's [PII]. It's spelled [PII] and my last initial is [PII]. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, thank you so much. I appreciate your help, [PII]. I hope you have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] It