AccountId: 011433970860
ContactId: 79663f4b-2447-4102-9c9b-70bc0a912ebe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139589 ms
Total Talk Time (AGENT): 59812 ms
Total Talk Time (CUSTOMER): 54496 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/79663f4b-2447-4102-9c9b-70bc0a912ebe_20250130T15:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, what did you say your name was again?
[AGENT][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] Like [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and can I please get the first letter of your last name?
[AGENT][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] Thank you, um, I was just calling to verify the benefits for a patient.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Due to have um surgery at our facility. Go ahead.
[AGENT][NEUTRAL] Um, yes, ma'am.
[AGENT][POSITIVE] Uh yes, ma'am. I can assist you with benefits. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] Yes, it's [PII], um, last name first letter initial is [PII] uh callback number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] It is 226-801-0.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, his name is [PII] and his date of birth is [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] and the policy is still active. And you said this is for outpatient benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, for outpatient, we cover up to $500 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, perfect, um, 500 a day per day, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] Um, can I please get a reference number?
[AGENT][NEUTRAL] Um, for the reference number, you can use my name and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that'll be it. Thank you so much.
[AGENT][POSITIVE] OK. I thank you again, [PII] for calling APL. Have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.