AccountId: 011433970860
ContactId: 83e463f5-6ff6-4156-a73c-0aa0ea3129b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133759 ms
Total Talk Time (AGENT): 57275 ms
Total Talk Time (CUSTOMER): 48682 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/83e463f5-6ff6-4156-a73c-0aa0ea3129b7_20250130T14:30_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, hi, [PII]. My name is [PII]. I'm calling to verify benefits for a patient, please.
[AGENT][NEUTRAL] OK. And your name is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK. And you're checking benefits for service in a doctor's office?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, no. Patients scheduled for an outpatient colonoscopy and upper endoscopy, and the colonoscopy, I believe is, um, diagnostic.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, uh sorry. Colonoscopy is uh preventative. Sorry about that. And the upper endoscopy is diagnostic. Yes.
[AGENT][NEUTRAL] OK, and the EGD?
[AGENT][NEUTRAL] OK. All right. What's the policy number, [PII]?
[CUSTOMER][NEUTRAL] That is 02505754. M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] And I get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you for that. So I'm showing the policy effective date is [PII] currently active.
[AGENT][NEUTRAL] And the maximum outpatient benefit.
[AGENT][NEUTRAL] It's up to $2500 per calendar year.
[AGENT][NEUTRAL] And that's for the diagnostic test, the colonoscopy, if it's a screening, is not covered by this policy.
[CUSTOMER][NEUTRAL] And has she used any of it yet? I mean, I know it's the beginning of the year.
[AGENT][POSITIVE] Yeah, I can check for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEGATIVE] Don't show any of the benefit used at this time.
[CUSTOMER][NEUTRAL] And [PII], may I get a reference number for our call, please?
[AGENT][NEUTRAL] Mhm. You'll use my name in today's date as your reference. [PII] last [PII] is [PII]. And did you have any other questions?
[CUSTOMER][NEUTRAL] Uh, no, thank you.
[AGENT][POSITIVE] All [PII]. Well, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Lovely.