AccountId: 011433970860
ContactId: 873ba073-48a2-44c5-aa0a-a2b923538004
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224529 ms
Total Talk Time (AGENT): 95373 ms
Total Talk Time (CUSTOMER): 120322 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/873ba073-48a2-44c5-aa0a-a2b923538004_20250407T16:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Associates and Advanced Maternal fetal medicine. I need to get benefits for a mutual patient, please.
[AGENT][POSITIVE] OK, [PII], I can help you with benefits. Can you please give me your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Of course it's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the name of the patient, their date of birth and policy number?
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Of course, so the policy number is 02291433 M as in Mary, L as in love 7, and her name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, let me look her up real quick.
[CUSTOMER][POSITIVE] Thank you
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You have many no.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. Her effective date is [PII], and this is just to verify benefits. It's not a guarantee of payment. Uh, she has an inpatient benefit amount per calendar year of $1500 to go towards deductible, co-pay or co-insurance.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then she also has an outpatient calendar year benefit amount of the same $1500 to go towards deductible, co-pay, or co-insurance.
[CUSTOMER][POSITIVE] Perfect. Has she met anything towards the outpatient 1500?
[AGENT][NEUTRAL] Let me look for you real quick.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][MIXED] Good thing with you is that the rest of the cervix that that doesn't have that little funnel appearance, the rest of it is is long.
[AGENT][NEUTRAL] Uh, nothing has been used for the year of [PII].
[CUSTOMER][POSITIVE] Perfect. And lastly, can I have a reference number for this patient please?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] Perfect [PII] I do have one last patient that I just need to confirm that her policy is still active please.
[AGENT][NEUTRAL] OK, let me get my note in real quick and then we'll move on to the next one.
[CUSTOMER][POSITIVE] You got it. Take your time, I love.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] That either
[CUSTOMER][NEUTRAL] Or um we don't see it we don't see it anymore, then we can pretty much forget.
[CUSTOMER][NEUTRAL] Um, and then we would follow you as normal, but whenever we see something we.
[AGENT][NEUTRAL] OK, and what's the next patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Perfect. Policy number is 02517183 M as in Mary, L as in love, 8 and her name is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] OK, let me look her up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] You, she didn't give you any restrictions on that.
[AGENT][NEUTRAL] OK, I do show that [PII] also has.
[CUSTOMER][NEUTRAL] to
[AGENT][NEUTRAL] Date is [PII].
[CUSTOMER][NEUTRAL] Perfect and the reference number would be the same thing, your name and today's date?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect thank you so much [PII] you were a great help.
[AGENT][POSITIVE] Hey and thank you for calling APL.
[CUSTOMER][POSITIVE] You have a good one bye bye.
[AGENT][NEUTRAL] Bye-bye.