AccountId: 011433970860
ContactId: 60e66ac5-bf1e-459d-8992-6e809990950d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169229 ms
Total Talk Time (AGENT): 96434 ms
Total Talk Time (CUSTOMER): 57109 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/60e66ac5-bf1e-459d-8992-6e809990950d_20250409T14:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Saint Mary's. I am trying to verify coverage for a patient.
[AGENT][POSITIVE] It would be my pleasure to assist you with coverage this morning, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, it looks like 01816171.
[AGENT][POSITIVE] That was very rhythmic. Thank you.
[CUSTOMER][POSITIVE] Mhm. You're welcome.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] And what was the patient's name?
[CUSTOMER][NEUTRAL] Sometimes I think, did I mess that up? Let me look again.
[AGENT][NEUTRAL] 1816171.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] That's OK. [PII].
[AGENT][NEUTRAL] I've got the Wednesday whacky.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] Uh, what's her date of birth?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, let's see, [PII], all these ones.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] OK, it, it would be my pleasure to help you with eligibility for [PII].
[AGENT][NEUTRAL] I'm showing that her policy is active. Effective date is [PII]. Now this is a secondary policy to her major medical coverage. And were you needing benefits also?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] For what type of coverage?
[CUSTOMER][NEUTRAL] Let's see. This is gonna be for an outpatient, uh, diagnostic testing.
[AGENT][NEUTRAL] Alright, she does have that outpatient benefit. Now this is a per calendar day benefit and that max per calendar day is $1500 that we can pay toward her deductible, co-pay or co-insurance of her major medical. Now that is a verification of coverage and not a guarantee of payment. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] So there's no authorization correct?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, um, now do you have a call reference number though?
[AGENT][NEUTRAL] It would be my name and today's date, and I spell my name [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm glad we could laugh. I get so many people don't want to be nice, but it's nice to speak to someone happy.
[AGENT][NEUTRAL] You know what?
[AGENT][POSITIVE] You know, we just got, yeah, you know, might as well laugh. Makes the day better.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Right, right. It sure does. Well, I hope you have a blessed day.
[AGENT][POSITIVE] I hope you do too, Gret, and it's a pleasure to assist you and thank you for calling APL. Take care.
[CUSTOMER][POSITIVE] Thank you. Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.