AccountId: 011433970860
ContactId: 8339a0e1-8f6c-444b-865f-ed928010d0ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123410 ms
Total Talk Time (AGENT): 66048 ms
Total Talk Time (CUSTOMER): 46486 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/8339a0e1-8f6c-444b-865f-ed928010d0ca_20250403T19:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello. Good afternoon. Uh, my name is [PII]. I'm calling from our facility. Um, I have this patient here who provided their APL insurance, and I'd like to know what their benefits are for outpatient services.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Yeah, policy number is going to be 01935525 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. I'm showing the effective date on this policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Outpatient.
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. For outpatient, we cover up to $500 per occurrence, and that's $500 every 90 days for every, for um the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK, so $500 per occurrence every 90 days after the claim has been processed by primary.
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] Um, can I have a reference number for the call, 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] Last initial [PII], and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No thank you that's all have a good one bye bye.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling IPL. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.