AccountId: 011433970860
ContactId: 897859cb-5540-4813-b319-c58fad74e1c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172399 ms
Total Talk Time (AGENT): 71264 ms
Total Talk Time (CUSTOMER): 82613 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/897859cb-5540-4813-b319-c58fad74e1c9_20250212T21:01_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so how are you? I'm calling from Nicola Sheen Hospital in regards benefits and eligibility verification of one of your members.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Sure, I can assist you with eligibility. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII] So.
[AGENT][NEUTRAL] Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, [PII].
[CUSTOMER][NEUTRAL] Patient policy number is um
[CUSTOMER][NEUTRAL] Is that 02507924 ML 8.
[AGENT][NEUTRAL] All right. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's uh, it is [PII] [PII]. I verified this insurance last month and I had problems with the date of birth because the date of birth that you had in the system at that time was different that uh that that that we have listed in the system. So just to let you know, but I can uh provide you the values of the patient, the name of the subscriber who chooses the pattern.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, well, the date of birth that we have is the same when you have [PII]. Yeah, they. Mhm, yeah, yeah, that's correct. All right. And so let's see, we have eligibility of um [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][POSITIVE] Uh, it's the same uh they fixed it. OK, perfect, perfect.
[CUSTOMER][NEUTRAL] OK. How much do you cover for outpatient hospital X-ray?
[AGENT][NEUTRAL] OK, let's see. And this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. Outpatient maximum is 3500 per covered person per calendar year.
[CUSTOMER][NEUTRAL] Patient has any, any accumulation?
[AGENT][NEUTRAL] I can check for you. Let's see one moment.
[AGENT][NEUTRAL] As of today, they have not used their benefits. They still have the full amount available.
[CUSTOMER][NEUTRAL] Full amount available. OK, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, so, what is the first letter of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is there any reference number for this call?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date.
[CUSTOMER][POSITIVE] And today's day. OK, so have a wonderful day. Bye-bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You also, Miss [PII], and thank you for calling APO. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.