AccountId: 011433970860
ContactId: 72b8ac5a-c485-4a4e-a424-6f28e2427fb5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203880 ms
Total Talk Time (AGENT): 99492 ms
Total Talk Time (CUSTOMER): 66669 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/72b8ac5a-c485-4a4e-a424-6f28e2427fb5_20250428T17:55_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling from AdventHealth. I just need to verify benefits and eligibility for a patient.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility and benefits, and you said your name is [PII]?
[CUSTOMER][NEUTRAL] It's [PII], it's [PII]
[AGENT][NEUTRAL] OK, thank you and may I have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, I have two different ones. I don't know which one's correct, but I'll give you the first one and I guess we'll go from there. Um, the one that I have here is 2549492.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me try that one.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK. Mhm. That is the correct number. Alright, and you say you need eligibility and benefits and what type of service is being rendered?
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Um, it's gonna be hospital outpatient. Um, the patient's gonna be coming in for an ultrasound.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Uh, so, OK, ultrasound outpatient hospital, OK.
[AGENT][NEUTRAL] All right, and before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[AGENT][NEUTRAL] And with this one, we have an outpatient maximum of 6000 per cover person per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And then, um, just to be sure,
[CUSTOMER][NEUTRAL] Can I get the claims address?
[AGENT][NEUTRAL] Sure, the address is in [PII].
[AGENT][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] OK, perfect. I just wanted to be sure I have the correct one. OK. And then this plan is always used as a secondary.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][POSITIVE] The secondary, yes, correct. Mhm.
[CUSTOMER][NEUTRAL] All right, can I just get your name and a reference number?
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. We don't have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] All right, well, I really do appreciate your help. You have a great day.
[AGENT][POSITIVE] You as well thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Right.