AccountId: 011433970860
ContactId: 7951a86b-5d70-4bc1-8cf0-8d95e776b7b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121730 ms
Total Talk Time (AGENT): 50932 ms
Total Talk Time (CUSTOMER): 53061 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/7951a86b-5d70-4bc1-8cf0-8d95e776b7b2_20250327T13:08_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. First initial of my last name [PII]. I'm calling from a provider facility because we need to um verify benefits for a member, please.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And the policy number of the member that you're inquiring benefits for.
[CUSTOMER][NEUTRAL] 023-37283 M as in Mike, L as in Lima, and the number 8.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] My name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you [PII] and you're calling to verify benefits and eligibility for what place of service?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's gonna be for outpatient, um, she's coming to the hospital for X-rays and MRI's.
[AGENT][NEUTRAL] For diagnostics, so this, this policy has been active since [PII]. It's currently active.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] She has outpatient benefits of $1000 per calendar year.
[AGENT][NEUTRAL] And this is not a guaranteed benefits just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] So it's 1000 per calendar year.
[AGENT][NEGATIVE] She has not utilized.
[AGENT][NEUTRAL] Yes, and she has not utilized any of her benefits for [PII].
[CUSTOMER][NEUTRAL] She has not used it, OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much that's um all I needed to know uh uh do you provide reference numbers for your call?
[AGENT][NEUTRAL] We don't provide those unfortunately, [PII]. However, you can use my name in today's date as a reference. It's [PII] and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you so much. I hope you have a great rest of your day.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well, [PII]. Goodbye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.