AccountId: 011433970860
ContactId: 4d8a0256-1552-4d6c-ab7a-c9950af0fcd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105930 ms
Total Talk Time (AGENT): 60202 ms
Total Talk Time (CUSTOMER): 35019 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/4d8a0256-1552-4d6c-ab7a-c9950af0fcd5_20250321T13:59_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII] calling from Memorial Cardiac Services. This I was trying to verify the patient benefit status.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, I'll need your name again and a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, policy number is 02304086ML8.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient.
[CUSTOMER][NEUTRAL] um check.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] For outpatients, we cover up to 9000 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] OK.
[CUSTOMER][POSITIVE] OK, no problem, thank you.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII] for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK.