AccountId: 011433970860
ContactId: 773e8028-b67f-4bcc-ba62-8698aec08969
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137059 ms
Total Talk Time (AGENT): 74467 ms
Total Talk Time (CUSTOMER): 33173 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/2025/06/26/773e8028-b67f-4bcc-ba62-8698aec08969_20250626T16:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi yes I was calling to verify benefits.
[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] and it's [PII].
[AGENT][NEUTRAL] Thank you, Miss. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Um, where would I find that here? is it the benefits cert number?
[AGENT][NEUTRAL] Um, I can try that number.
[CUSTOMER][NEUTRAL] OK, um, 01423355 ML 8.
[AGENT][NEUTRAL] OK. Yes, ma'am. That's the policy number. Um, now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] 924 [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claim. 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 it's for urgent care.
[AGENT][NEUTRAL] OK, that'd be covered under outpatient and for outpatient, we cover up to 1000 per day. And that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK, so 1000 a day?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And you said it covers co-pay and co-insurance?
[AGENT][NEUTRAL] Right, and the deductible after um the primary insurance processes.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That's it thank you. Can I have the um reference number actually please?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Um my name is [PII]. It's spelled [PII] E. Last initial is [PII], and today's date.
[CUSTOMER][POSITIVE] Got it thank you.
[AGENT][POSITIVE] Yeah, thank you, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.