AccountId: 011433970860
ContactId: 5474aef5-fd21-4ed7-b12e-a04d4fc15dfe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152440 ms
Total Talk Time (AGENT): 65852 ms
Total Talk Time (CUSTOMER): 55620 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/5474aef5-fd21-4ed7-b12e-a04d4fc15dfe_20250425T18:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII], last name initial [PII] I'm calling to verify benefits for a patient that's coming to an outpatient hospital facility, please.
[AGENT][POSITIVE] I'm sure, [PII] I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It's going to be 02608260.
[AGENT][NEUTRAL] Mm. Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, it is [PII]. It's like [PII]. Date of birth is gonna be [PII].
[AGENT][NEUTRAL] OK, thanks again and just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient benefits please.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 2000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] Thank you so much. So just to um recap, their effective date is [PII], and they have an outpatient benefit of $2000 for the year, correct?
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] Have have they accumulated anything yet?
[AGENT][NEUTRAL] Um, so far $65 have been used.
[CUSTOMER][NEUTRAL] $65 OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Thank you so much. Would I please get your name, please?
[AGENT][NEUTRAL] Um yes, my name is [PII]. It's spelled [PII] My last initial is [PII], and my name in today's date is your reference number. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that'll be all for today. Thank you so much have a great weekend.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.