AccountId: 011433970860
ContactId: 4d935b69-31c2-4738-8e8d-3b460dfa1f56
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161699 ms
Total Talk Time (AGENT): 76884 ms
Total Talk Time (CUSTOMER): 56078 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/4d935b69-31c2-4738-8e8d-3b460dfa1f56_20250210T16:39_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling from Gastro Health. I'm trying to verify the benefit for one of my patients.
[AGENT][NEUTRAL] OK, I can verify benefits for you, and you say your name is [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 02255842 ML 8.
[AGENT][POSITIVE] OK, thank you so much. Give me one moment and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And Miss [PII], verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Patient's name, it is [PII], [PII].
[AGENT][NEUTRAL] OK, and you say you're calling to verify benefits and eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm showing his effective date is [PII]. He is active on the policy and what benefits are you needing for this patient?
[CUSTOMER][NEUTRAL] Patient is having an outpatient procedure. CPT code is 43239.
[AGENT][NEUTRAL] And this is gonna be in an outpatient facility?
[CUSTOMER][POSITIVE] Correct. And I'm looking for the professional benefits.
[AGENT][NEUTRAL] OK, uh, not a guarantee of payment, just a verification of coverage. With this policy, we are secondary. We help with major medicals, deductible, co-pay, and or co-insurance, and I show he has an outpatient benefit that pays up to $1000 per calendar year.
[CUSTOMER][NEUTRAL] How much?
[AGENT][NEUTRAL] 1000 per calendar year.
[CUSTOMER][NEUTRAL] OK. And it's still available?
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Uh, yes ma'am, so far I show that it's still available.
[CUSTOMER][NEUTRAL] It's available. OK. Can I have your name and a reference number?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And uh the whole thing is available, right? That's what you say?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And my name is [PII] We don't give reference numbers, but if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] [PII] and today's date. OK, got it. Thank you so much. I really appreciate your help.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, you're welcome, Ms. [PII], and thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Mhm bye.