AccountId: 011433970860
ContactId: 6d38c54b-eab9-408c-b24c-084c94f8295d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251479 ms
Total Talk Time (AGENT): 88154 ms
Total Talk Time (CUSTOMER): 59445 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/6d38c54b-eab9-408c-b24c-084c94f8295d_20250317T16:48_UTC.wav
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[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Thank you for calling APL. This is. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling for benefits and eligibility please for one of our patients.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits. Can I please get your name and the callback number and the name of your facility?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII]
[CUSTOMER][NEUTRAL] Callback number [PII]. The name of the vicinity is [PII].
[CUSTOMER][NEUTRAL] ENT Associates.
[AGENT][POSITIVE] Thank you so
[AGENT][NEUTRAL] And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] And the policy number is 01.
[CUSTOMER][NEUTRAL] 957625
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy.
[AGENT][NEUTRAL] Corrective date is [PII].
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. She has full insurance policy that's billed secondary to the primary.
[AGENT][POSITIVE] It helps with the deductible copay and boat insurance. She has uh in pay benefit amount of.
[CUSTOMER][NEUTRAL] I, I need the outpatient, please.
[AGENT][NEUTRAL] Oh, let's say.
[AGENT][NEUTRAL] OK, she has an outpatient benefit amount of $750.
[CUSTOMER][NEUTRAL] For outpatient surgery.
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So it's $750 per calendar year per calendar day?
[AGENT][NEUTRAL] Uh, let me see, per calendar year.
[CUSTOMER][NEUTRAL] And how much of that 750 has been accumulated?
[AGENT][NEUTRAL] Look real quick.
[AGENT][NEUTRAL] She's not using anything.
[AGENT][NEUTRAL] I'm [PII].
[CUSTOMER][NEUTRAL] She hasn't used anything? OK, and um.
[CUSTOMER][NEUTRAL] So sorry and um.
[CUSTOMER][NEUTRAL] And that is that also including the office visits?
[AGENT][NEUTRAL] Let me see if she even has office visits on this policy.
[CUSTOMER][NEUTRAL] If it's not covered, then it's perfectly fine. I just.
[AGENT][NEUTRAL] Sorry
[AGENT][NEUTRAL] Yes, do not office visits are covered under this policy.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] I do not see that office visits under this policy.
[CUSTOMER][NEUTRAL] OK. A reference number?
[AGENT][NEUTRAL] Yes, ma'am, you can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you so much you have a great rest of your day OK?
[AGENT][POSITIVE] You too, [PII]. Thank you for calling APL. You have a wonderful day too.
[CUSTOMER][NEUTRAL] Bye