AccountId: 011433970860
ContactId: 96aa7dcb-7cc1-45b9-9cdc-7426aa684a07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192250 ms
Total Talk Time (AGENT): 74218 ms
Total Talk Time (CUSTOMER): 60360 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/96aa7dcb-7cc1-45b9-9cdc-7426aa684a07_20250424T19:43_UTC.wav
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[CUSTOMER][NEUTRAL] Restless leg syndrome too.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I need to verify benefits and eligibility for a patient.
[AGENT][POSITIVE] Of course, I can help you with benefits and eligibility today. Do you have the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh yes, it's 02512923.
[AGENT][POSITIVE] OK, perfect. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect. Thank you. And then the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], that is the first name [PII] First name, last name is [PII] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and it looks like the policy is currently active. The effective date is [PII].
[CUSTOMER][NEUTRAL] OK. And do they pick up whatever uh the patient has AdMed, um, is there, is there any
[CUSTOMER][NEUTRAL] Do they pick up what AdMed doesn't pay or how does that work?
[AGENT][NEUTRAL] Let me see what policy they have.
[AGENT][NEUTRAL] OK, so this is a Medlink policy, so it covers charges towards deductible co-pays or co-insurance.
[AGENT][NEUTRAL] That the primary has not.
[CUSTOMER][NEUTRAL] And, and how much
[CUSTOMER][NEUTRAL] OK. And how much does he have in there?
[AGENT][NEUTRAL] Let's see, are you looking for outpatient benefits? Is this just an office visit?
[CUSTOMER][NEUTRAL] Yes, outpatient. It's outpatient.
[AGENT][NEUTRAL] OK, so this is not a guarantee of payment, just a verification of coverage. So it looks like outpatient benefit for calendar day amount is 500.
[CUSTOMER][NEUTRAL] OK. All right. Can I have a reference for this call?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Of course, it's [PII], my first name.
[AGENT][NEUTRAL] And then last initial [PII] and today's date. Can you spell my first name [PII]
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect. OK, [PII]. Thank you very much. I appreciate it.
[AGENT][NEUTRAL] Yeah, of course. Can I have your name?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Last initial is [PII].
[AGENT][POSITIVE] OK, perfect. So, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Yeah, of course. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] OK. Bye.