AccountId: 011433970860
ContactId: 60828eee-c3d1-473a-8155-21d67ca620f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138550 ms
Total Talk Time (AGENT): 64280 ms
Total Talk Time (CUSTOMER): 56866 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/60828eee-c3d1-473a-8155-21d67ca620f9_20250225T16:06_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], how are you doing?
[AGENT][NEUTRAL] Doing well how are you?
[CUSTOMER][NEUTRAL] I'm doing fine. My name is [PII]. I work at the hospital, Nicholas Jones. Um, I need to get the gap coverage, the amount of the calendar year that that's covering.
[AGENT][NEUTRAL] Sure, I can check those benefits for you. You said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, yeah, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, the mom just gave it to me. 02474464. M as in mom, L as in Luke 8.
[AGENT][NEUTRAL] All right, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII]. That's the patient who's gonna have the procedure at our hospital.
[AGENT][NEUTRAL] Gotcha. OK.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] Thank you for verifying that [PII]. uh, and so we we needing to look at the um unease of the calendar your maximum for uh inpatient or outpatient?
[CUSTOMER][NEUTRAL] Um, outpatient.
[AGENT][NEUTRAL] OK, um, and of course the policy is active. Effective date was [PII], and then then I will let you know uh verification of coverage is not a guarantee of payment for claims. Uh, the outpatient benefit is $5000 max per calendar year. If you'll give me one moment, I'll see if any of that has been used.
[AGENT][NEUTRAL] OK, none has been used so far this year.
[CUSTOMER][NEUTRAL] All right, perfect. And your claim address, I have, uh, yeah, yeah, let me give you the claim address see if the [PII].
[AGENT][NEUTRAL] OK, was there anything else I can help you with?
[AGENT][NEUTRAL] Sure, go ahead.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's correct. Um, I've also got a fax number and a payer ID if you'd like.
[CUSTOMER][NEUTRAL] No, I don't need that.
[AGENT][NEUTRAL] OK, alright, was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it thank you have a wonderful day bye bye.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Mhm.