AccountId: 011433970860
ContactId: 4bc21800-0459-4b62-a7c1-08be951b918e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281459 ms
Total Talk Time (AGENT): 124095 ms
Total Talk Time (CUSTOMER): 167275 ms
Interruptions: 6
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/4bc21800-0459-4b62-a7c1-08be951b918e_20250507T18:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Pembroke Pink Imaging. I'm requesting, uh, benefits on a patient to see if she what's her [PII] and if she's met anything.
[AGENT][POSITIVE] OK. Happy to check on benefits today, [PII]. What's the patient's policy number?
[CUSTOMER][NEUTRAL] The policy number is 01813208 and then there's an ML8.
[AGENT][NEUTRAL] All right, thank you. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Lord
[CUSTOMER][NEUTRAL] [PII], um, date of birth [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. Effective date is [PII]. Uh, we are the secondary, yup. So it covers deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] 19.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Looks like their outpatient benefit max on their plan is a calendar day, which is $500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] OK, calendar day perfect calendar date and then of course nothing else me because it's calendar day and uh how many can you check for me?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Patients because I have like this one and 20 really? Because I have 2 more after this one if you don't mind. It's really quick. It's the same thing. OK, so with this one we're OK uh a reference number would be your name and today's date, right sir?
[AGENT][NEUTRAL] As, as many as you have.
[AGENT][NEGATIVE] Yeah, no.
[AGENT][POSITIVE] Mhm. Yes, ma'am. That's correct. That'll be the reference for all of them.
[CUSTOMER][POSITIVE] Oh perfect. Hold on, let me look for the next one, and that way I'm finished for the day, I think so. I really appreciate you.
[AGENT][POSITIVE] No problem.
[AGENT][POSITIVE] Yeah, no. No problem.
[CUSTOMER][NEGATIVE] I go crazy calling other uh supplements that are horrible.
[AGENT][NEGATIVE] Oh yeah, you shouldn't have to call back multiple times. That's crazy.
[CUSTOMER][NEGATIVE] I know, I don't like calling.
[CUSTOMER][NEGATIVE] Oh, I know, and they treat you so bad sometimes.
[CUSTOMER][NEUTRAL] So the next one is I'm gonna give you the member ID um 01611649 ML7.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Pull this up here.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Put it over here.
[AGENT][NEUTRAL] And then if I could just get the name and date of birth of the patient.
[CUSTOMER][NEUTRAL] Of course it's gonna be [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. So [PII] is active. Uh, effective date is [PII].
[CUSTOMER][NEUTRAL] [PII], got it.
[AGENT][NEUTRAL] And this patient's plan is a calendar year and it looks like outpatient benefit max is gonna be 1500. Let me see if they've used anything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Uh, looks like no benefits paid to date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][MIXED] OK, nothing perfect.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So we got that one and then I'm gonna give you the last one and we're done.
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] Uh, you know, you don't know how much I appreciate you cause I can never do this like that and I'm going crazy.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, the next one is 024.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 567-53 ML 8. And her name is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] 1112 74.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so [PII]'s effective date looks like is [PII] still active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh this patient's plan is a calendar day benefit max and that outpatient amount, yup, it is gonna be the outpatient benefit is 750 a day.
[CUSTOMER][NEUTRAL] The same, OK.
[CUSTOMER][POSITIVE] 750 per day, perfect.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That's perfect, [PII]. So I think we're done. You're amazing, so you have a wonderful day.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You too. Thank you for calling APL. All right, bye-bye.
[CUSTOMER][POSITIVE] By my love.
[CUSTOMER][POSITIVE] You're welcome bye.