AccountId: 011433970860
ContactId: 5d897133-d28c-466d-8175-18740ae8a762
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146369 ms
Total Talk Time (AGENT): 64483 ms
Total Talk Time (CUSTOMER): 60056 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/5d897133-d28c-466d-8175-18740ae8a762_20250319T13:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], good morning. How are you doing? Uh, my name is [PII]. I'm calling from the Diagnostic Center of Miami.
[CUSTOMER][NEUTRAL] I just need to uh obtain benefits and eligibility for one of my patients please can you help me with that?
[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] Yes, [PII], option 4.
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It is 02286527 M like Mary, L like Larry, and the number 8 at the end.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Member's name is [PII], last last name [PII], [PII].
[AGENT][NEUTRAL] And just let me advise you the 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 you said this is for outpatient diagnostic center?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, outpatient. Yes, ma'am.
[AGENT][NEUTRAL] For outpatient, we cover up to 1000 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] OK, what is the
[CUSTOMER][NEUTRAL] The amount for for the year?
[AGENT][NEUTRAL] Um, 1000 per calendar year and the full amount is available. No benefits have been used this year yet.
[CUSTOMER][POSITIVE] Perfect. Beautiful. Can you spell your name for me, please?
[AGENT][NEUTRAL] Um, it's [PII]. It's spelled [PII] and my last initial is [PII]. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII] or [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, got it and they say like a reference number, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alright, [PII], thank you so much. You have a wonderful day. I really appreciate your help. Bye-bye. Thank you.
[AGENT][POSITIVE] Mhm. Thank you, [PII] for calling APL. You have a great day as well. Mm bye.
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] OK bye bye.