AccountId: 011433970860
ContactId: 7ed6a219-d15d-4895-a982-4d1ae13c433d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101089 ms
Total Talk Time (AGENT): 54349 ms
Total Talk Time (CUSTOMER): 36032 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/7ed6a219-d15d-4895-a982-4d1ae13c433d_20250530T15:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi sir, my name is [PII]. I'm calling from Nova Health, um, Breast Center, and I'm calling to, um, verify benefits for a, a one of your members is having an ultrasound at our freestanding facility which is the Nova Health Imaging.
[AGENT][POSITIVE] OK [PII]. Yeah, I'm happy to check benefits. What's your policy number?
[CUSTOMER][NEUTRAL] Per.
[CUSTOMER][NEUTRAL] OK, the number is 2556039.
[AGENT][NEUTRAL] Thank you. And then patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], her date of birth is [PII].
[AGENT][POSITIVE] All right, thank you so much. So patient is active. The effective date on here is gonna be [PII], and that's of [PII].
[AGENT][NEUTRAL] We are the member secondary insurance, so it does cover deductible, co-pay, co-insurance that the primary does not.
[AGENT][NEUTRAL] And their outpatient benefits, looks like their outpatient benefit max for the calendar year is gonna be 1500, that is of course verification of benefits, not guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, can I get a reference number, sir? Thank you.
[AGENT][NEUTRAL] Yeah, absolutely. It's my name with today's date. My name is [PII], last initial [PII] and then today's date.
[CUSTOMER][NEUTRAL] Is that [PII] or [PII]?
[AGENT][POSITIVE] Uh, [PII]. Sorry about that.
[CUSTOMER][POSITIVE] OK, thank you so much, sir. You have a great day and have a nice weekend and bye for now.
[AGENT][NEUTRAL] You too. Bye-bye.