AccountId: 011433970860
ContactId: 6edba675-8f42-4587-9945-e7b2e205af38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145600 ms
Total Talk Time (AGENT): 60321 ms
Total Talk Time (CUSTOMER): 66487 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/6edba675-8f42-4587-9945-e7b2e205af38_20250318T14:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I was wondering if you could assist me in verifying if a patient currently has a PL active.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with coverage. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Sure. My name is [PII]. Last name [PII] [PII], and my callback number is [PII]. I have no extension.
[AGENT][NEUTRAL] OK. Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Sure. It's 02565958.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And just submit advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][POSITIVE] Perfect. Would you be able to tell me if this plan uh allows the patient to have like an outpatient amount um that they can use towards any co-pays or things like that?
[AGENT][NEUTRAL] Um, yes, ma'am, for outpatient services, we cover up to 8500 per calendar year and that's for the co-pay, the co-insurance and deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All righty. um, and has he used any of that as of yet?
[AGENT][NEUTRAL] Um, no, he hasn't used any so far this year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] OK, thank you so much. Can I please have your name once more and the first initial to your last as well as the reference number?
[AGENT][NEUTRAL] Yes, ma'am. For the reference number, you can use my name and today's date. My name is [PII] um it's spelled [PII] My last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] No, Miss [PII], you've answered all of my questions. Thank you so much. I really appreciate it.
[AGENT][POSITIVE] Yeah, thank you, [PII] for calling APL. You have a great day. Bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Mhm, thank you.