AccountId: 011433970860
ContactId: 4e645cfc-ab1c-43fd-a603-cb152e0e1dd8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127000 ms
Total Talk Time (AGENT): 58993 ms
Total Talk Time (CUSTOMER): 39671 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/4e645cfc-ab1c-43fd-a603-cb152e0e1dd8_20250210T20:53_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good afternoon. My name is [PII], and I'm calling to verify what benefits the patient has available to you on an outpatient hospital facility.
[AGENT][NEUTRAL] OK, I can verify benefits for you, and I'm sorry, your name is again?
[CUSTOMER][NEUTRAL] [PII] and how do you spell your name?
[AGENT][NEUTRAL] [PII] last initial [PII] and I'm sorry, how to spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And what is the policy number, please?
[CUSTOMER][NEUTRAL] The policy number that I have is 02579285.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] The patient's name will be [PII] [PII].
[AGENT][NEUTRAL] OK, I'm showing the effective date of [PII], policy is active and you say you're needing benefits for outpatient, is that correct?
[CUSTOMER][NEUTRAL] Correct. The patient is coming for to imaging procedure and as a hospital facility.
[AGENT][NEUTRAL] OK. Um, not a guarantee of payment, just a verification of coverage. I show, well, with this policy, we are secondary. We have with primary insurance deductible, co-pay or co-insurance, and he has an outpatient benefit up to $8500 per calendar year.
[CUSTOMER][NEUTRAL] All right bye.
[CUSTOMER][POSITIVE] And she has, it has everything available.
[AGENT][NEUTRAL] Uh, let me double check.
[AGENT][NEUTRAL] Uh, he does, so it is available.
[CUSTOMER][NEUTRAL] OK perfect um do you have a reference number for the call?
[AGENT][NEUTRAL] No, ma'am, but if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK perfect thank you thank you for helping me have a nice day.
[AGENT][POSITIVE] Alright, you too, Ms. [PII] and thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] You too.