AccountId: 011433970860
ContactId: 93e35de8-a45a-4561-9101-7c6fe8cb72c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106019 ms
Total Talk Time (AGENT): 54297 ms
Total Talk Time (CUSTOMER): 43410 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/93e35de8-a45a-4561-9101-7c6fe8cb72c1_20250515T19:44_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is. How may I assist you?
[CUSTOMER][NEUTRAL] The ample.
[CUSTOMER][NEUTRAL] Uh, yes, good afternoon, my name is [PII]. I need to get benefits on a patient please.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] option 4.
[AGENT][NEUTRAL] [PII]. OK, thank you. And what's the name of the facility you're calling from from my notes?
[CUSTOMER][NEUTRAL] Diagnostic Center of Miami or diagnostic Center for Women.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] It is 02451824ML8.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] All right. And what type of service it's gonna be for diagnostic testing, outpatient?
[CUSTOMER][NEUTRAL] Yeah, diagnostic, yes, diagnostic outpatient.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And we have an outpatient maximum of $500 per day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Mm. You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] No, that's it. That's I needed to know that it was active and what amount is covered. OK. Thank you so much. You have a great rest of the day. Bye-bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome. You as well. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.