AccountId: 011433970860
ContactId: 8dd96d35-1daf-484b-8176-15e6b91d8bc9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140919 ms
Total Talk Time (AGENT): 70593 ms
Total Talk Time (CUSTOMER): 40489 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/8dd96d35-1daf-484b-8176-15e6b91d8bc9_20250602T14:11_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from ambulatory diagnostic Center. I need to check a patients um eligibility and benefits.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] Um, and it's [PII].
[AGENT][NEUTRAL] OK, yes, ma'am. And could you please spell your name for me?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, [PII]. And could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] 02295975.
[AGENT][NEUTRAL] OK. Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] What's his name? [PII].
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 3500 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. Has he used any of his benefits?
[AGENT][NEUTRAL] Um, so far, he's used $200.49 this year.
[CUSTOMER][NEUTRAL] 200.
[CUSTOMER][NEUTRAL] OK. OK. Is there a reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII] um it's spelled [PII] Last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] OK, thank you, [PII] for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][NEUTRAL] Mm.