AccountId: 011433970860
ContactId: 556ba70f-3f45-4f34-b317-1329260e790c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164720 ms
Total Talk Time (AGENT): 65595 ms
Total Talk Time (CUSTOMER): 55477 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/556ba70f-3f45-4f34-b317-1329260e790c_20250325T14:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling you from the University of Chicago medicine. I wanted to see if you can help me out. I have a patient trying to come in with this type of insurance. We're trying to see if we're contracted with you.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the patient's benefits and eligibility. Uh, can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure thing, uh, callback number is [PII] option one for insurance verification team.
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, um, first name is going to be [PII], last name.
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] And date of birth [PII].
[AGENT][NEUTRAL] OK, and the policy number please?
[CUSTOMER][NEUTRAL] I have a policy number 02560704.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Her effective date is [PII].
[AGENT][NEUTRAL] And with this policy, she can use any uh facility that she wants to use. There's not a network for it.
[CUSTOMER][NEUTRAL] OK, so you guys don't work under a network?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK perfect and does the patient have a deductible out of pocket?
[AGENT][NEUTRAL] Let me check for you real quick.
[AGENT][NEUTRAL] Uh, what is, is the patient gonna be inpatient or outpatient?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] Outpatient, OK, let me check.
[AGENT][NEUTRAL] No, the patient does not have a deductible for outpatient services.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And out of pocket don't apply either, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you so much for this information and can I get a reference number?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name as [PII] in today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much sorry I appreciate your information.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] That would be all.
[AGENT][POSITIVE] Alright well you have a wonderful week and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.