AccountId: 011433970860
ContactId: 86e05ef0-02c7-445f-b701-e3e2f4aafa24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101879 ms
Total Talk Time (AGENT): 47959 ms
Total Talk Time (CUSTOMER): 41027 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/86e05ef0-02c7-445f-b701-e3e2f4aafa24_20250109T19:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I'm calling from association office to verify patients benefits.
[AGENT][POSITIVE] Hi, [PII], I'm happy to verify benefits for you today. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, sure, it's 01887388 ML 8.
[AGENT][NEUTRAL] Thank you. And patient name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII] [PII], her date of birth?
[AGENT][POSITIVE] Thank you so much. So patient plan is active. Effective date is [PII]. This is their secondary insurance, so this will cover deductible, co-pay, and co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] Alright, and do you know also how much would be for outpatient and inpatient?
[AGENT][POSITIVE] Absolutely, let me get that for you.
[CUSTOMER][NEUTRAL] Office visit and no over over there right?
[AGENT][POSITIVE] Correct, yeah, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Outpatient benefit max for the calendar year is $1000. It is the same for inpatient as well.
[CUSTOMER][NEUTRAL] So 1000 you say?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so 1000 for outpatient and another 1000 for inpatient?
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][POSITIVE] Oh, OK, alright, perfect, thank you so much, [PII] that would be all for today. The reference is gonna be your name today say or?
[AGENT][NEUTRAL] You're
[AGENT][NEUTRAL] Yes, correct. My name with my last initial and then today's date.
[CUSTOMER][POSITIVE] Great thank you so much have a wonderful day.
[AGENT][NEUTRAL] My
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][POSITIVE] Thank you.