AccountId: 011433970860
ContactId: 82aa459a-b3e4-4e6d-a370-18d0d8c8c74f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155240 ms
Total Talk Time (AGENT): 69384 ms
Total Talk Time (CUSTOMER): 62659 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/82aa459a-b3e4-4e6d-a370-18d0d8c8c74f_20250102T18:32_UTC.wav
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[CUSTOMER][NEUTRAL] we end up one minute I don't know.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] from South Florida Diagnostic imaging. I need to verify benefits for a patient, please.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with benefits. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And then what is the patient's name?
[CUSTOMER][NEUTRAL] OK, the patient's name is uh [PII]. I can give you the ID for APL which is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 025564
[CUSTOMER][NEUTRAL] 38 ML 8.
[AGENT][NEUTRAL] OK, and then what is the patient's date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull her up real quick.
[AGENT][NEUTRAL] OK, I do show that the patient does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is just to verify benefits it's not a guarantee of payment. This is a supplemental insurance policy that's uh secondary to the primary. It helps with deductible, copay, and co-insurance. She has an inpatient benefit amount of $8700 per calendar year and an outpatient benefit amount of $8700 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and I imagine there's no accumulation we just start in a year, right? That this goes through the year from January to.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Right, you're correct.
[CUSTOMER][POSITIVE] Oh OK perfect thank you. Can I have a reference number please?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name. It's [PII] and today's date.
[CUSTOMER][NEUTRAL] Sorry, what's the first letter of your last name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] See and the ID that I gave you is correct, right? with the MLA at the end.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, that is correct.
[CUSTOMER][POSITIVE] OK perfect thank you appreciate your help.
[AGENT][POSITIVE] You're very welcome, [PII]. You have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye bye.