AccountId: 011433970860
ContactId: 89c8677c-3bbc-4837-832d-6d86c924f3d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113089 ms
Total Talk Time (AGENT): 58083 ms
Total Talk Time (CUSTOMER): 40958 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/89c8677c-3bbc-4837-832d-6d86c924f3d4_20250311T18:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Miami Cancer Institute. I'm calling to see if I'm able to obtain some medical benefits for a patient.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, could I get a good callback number?
[CUSTOMER][NEUTRAL] Of course, my callback number is [PII] and that's my direct line.
[AGENT][NEUTRAL] OK. Thank you. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Of course, the policy number is 022838.
[CUSTOMER][NEUTRAL] 51 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And just advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatients.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 1250 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK, and has she met anything towards that by any chance?
[AGENT][NEUTRAL] Um, no, she hasn't met anything so far this year.
[CUSTOMER][POSITIVE] Perfect. OK. That was all that I needed.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, that is it.
[AGENT][POSITIVE] OK. I thank you again, [PII] for calling APL. You have a great rest of your day. Bye.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][NEUTRAL] OK.