AccountId: 011433970860
ContactId: 51ad8199-2f24-4d09-8815-65bbf70a1971
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152570 ms
Total Talk Time (AGENT): 73052 ms
Total Talk Time (CUSTOMER): 65628 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/51ad8199-2f24-4d09-8815-65bbf70a1971_20250312T18:59_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]. Last name S [PII]. I was wondering if you would be able to assist me in verifying a patient's um uh um I guess if they have APL at this time and if they have any kind of outpatient, um, yearly coverage that you guys are offering.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, could I get a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII]. I have no extension.
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Sure, policy number is 02565958.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's full name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] 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. And let's see, for outpatient benefits, we cover up to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 8500 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] Alrighty, um, has he used any of this at all this year?
[AGENT][NEUTRAL] OK, let's see. And also, is this for an office visit?
[CUSTOMER][NEUTRAL] It's for an outpatient hospital visit.
[AGENT][NEUTRAL] OK. And no, ma'am, he hasn't used any of his benefits this year.
[CUSTOMER][POSITIVE] Perfect. OK, so the whole thing is still remaining 8500. All righty.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] OK. Is there anything else that I can assist you with? Yes, that's correct.
[CUSTOMER][NEUTRAL] And this is per calendar year.
[CUSTOMER][POSITIVE] Perfect. No, that's everything. Could I have, I'm so sorry, could I have your name once more and the first initial to your last as well as the reference number?
[AGENT][NEUTRAL] Yes, the reference number is my name and today's date. My name is [PII], um it's spelled [PII] Last initial M like [PII], and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect thank you so much [PII]. I really appreciate all of your help.
[AGENT][POSITIVE] Oh, no problem, [PII] and I thank you for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You as well. Bye-bye.
[AGENT][POSITIVE] Thank you.