AccountId: 011433970860
ContactId: 71d3ab79-05e9-4f0b-880f-7c19bb71fde4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114449 ms
Total Talk Time (AGENT): 63577 ms
Total Talk Time (CUSTOMER): 53212 ms
Interruptions: 2
Overall Sentiment: AGENT=2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/71d3ab79-05e9-4f0b-880f-7c19bb71fde4_20250609T14:04_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling to verify benefits for patients.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] 023-374-98ML8
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, outpatient visit. It's for um uh ultrasound.
[CUSTOMER][NEUTRAL] Where
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 2000 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.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK, and has it been used towards that 2000?
[AGENT][NEUTRAL] Um, no, ma'am. So far she hasn't used any this year.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Perfect. Can I get a reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] Last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No, that was it. Thank you so much.
[AGENT][POSITIVE] OK, thank you, [PII] for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] You too bye.