AccountId: 011433970860
ContactId: 870fa983-6ddf-42ca-95d4-91b7c67383b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122580 ms
Total Talk Time (AGENT): 63382 ms
Total Talk Time (CUSTOMER): 36087 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/870fa983-6ddf-42ca-95d4-91b7c67383b5_20250102T17:22_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. I was calling uh for benefits and eligibility for my patient.
[AGENT][POSITIVE] Well, it would be my pleasure to help you with benefits and eligibility. What is your name, please?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] And now, what is a good callback number?
[CUSTOMER][NEUTRAL] Um, that'll be [PII].
[AGENT][NEUTRAL] Thank you, [PII] and the policy number for the patient?
[CUSTOMER][NEUTRAL] That would be 02003486.
[AGENT][NEUTRAL] And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Last name is [PII] First name is [PII] Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And now, I'm showing that [PII]'s policy is active. Effective date on the policy is [PII]. Now this is a secondary policy to [PII]'s Nature Medical.
[AGENT][NEUTRAL] And are there specific benefits you're needing?
[CUSTOMER][NEUTRAL] Um, she's coming into outpatient hospital for ultrasound.
[AGENT][NEUTRAL] She does have outpatient coverage up to $5000 per calendar year.
[AGENT][NEUTRAL] And that is what we can pay toward her deductible co-pay or coinsurance of her major medical. Now that is a verification of coverage and not a guarantee of payment.
[AGENT][NEUTRAL] Anything else I can help you with ma'am?
[CUSTOMER][NEUTRAL] Uh, yes, can you provide me with the initial and last name, the reference number for this call?
[AGENT][NEUTRAL] Reference number would be my name in today's date, and I spell my name [PII], first initial last name, [PII].
[CUSTOMER][POSITIVE] OK, um, alright, thank you so much you have a great day.
[AGENT][POSITIVE] Well, thank you for calling APL. Hope you have a great day as well and a very happy New Year to you.
[CUSTOMER][NEUTRAL] You too. Bye-bye.