AccountId: 011433970860
ContactId: 5cc3519d-1677-4910-a5bd-7702c93aa140
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157380 ms
Total Talk Time (AGENT): 76335 ms
Total Talk Time (CUSTOMER): 43306 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/5cc3519d-1677-4910-a5bd-7702c93aa140_20250207T14:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Good morning [PII]. My name is [PII]. I'm calling to get benefits for mutual patient.
[AGENT][NEUTRAL] OK, I can verify benefits for you. And you say your name is [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] The policy number is 02116828 M as in Mike L as in Larry 8.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, the callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] The patient's name is [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] OK. Uh, let's see. um show that his effective date is [PII]. He is active on the policy. And what benefits are you needing for this patient?
[CUSTOMER][NEUTRAL] Yes, the patient's coming here for diagnostic testing.
[AGENT][NEUTRAL] OK. Is this gonna be in a doctor's office or in an imaging center or outpatient facility?
[CUSTOMER][NEUTRAL] Outpatient freestanding facility.
[AGENT][NEUTRAL] OK, not a guarantee of payment, just a verification of coverage. With this policy, we are secondary. We help with primary insurance deductible, co-pay, and or co-insurance, and he has an outpatient benefit that pays up to $6600 per calendar year.
[CUSTOMER][NEUTRAL] OK, [PII], and are there any accumulations on that 6600?
[AGENT][NEUTRAL] Uh, let me see, give me one moment.
[AGENT][NEUTRAL] Oh Lord, give me one moment, I forgot what screen to go on to.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, that's not it.
[AGENT][NEUTRAL] Uh, for this year, he hasn't used any benefits, so it is available.
[CUSTOMER][POSITIVE] Perfect, thank you for the information. Can you, can I get a reference number, please?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name at today's date.
[AGENT][NEUTRAL] And Ms. [PII], is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] No, you've been great thank you for all your help.
[AGENT][POSITIVE] You are welcome. Thanks for calling APL. You have a great day and weekend.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.