AccountId: 011433970860
ContactId: 97c15d1e-0785-488e-9cb7-9fd0a1b5f7b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109239 ms
Total Talk Time (AGENT): 55860 ms
Total Talk Time (CUSTOMER): 32211 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/97c15d1e-0785-488e-9cb7-9fd0a1b5f7b8_20250602T13:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Diagnostic Center of Miami. I was calling to get benefits and eligibility on a patient please.
[AGENT][POSITIVE] I'm sure [PII] I can assist you with benefits. And first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Policy number I have on file is 2337107.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you 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. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient benefits please.
[AGENT][NEUTRAL] For our outpatient.
[AGENT][NEUTRAL] We cover up to 1000 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] Do you know how much of that $1000 they've already used?
[AGENT][NEUTRAL] Um, it's all available. She hasn't used any this year.
[CUSTOMER][POSITIVE] OK perfect. Alright, that was all I needed thank you so much for your help and have a wonderful day.
[AGENT][POSITIVE] OK, since there isn't anything else I can assist you with, thank you for calling APL [PII]. You have a great day as well. Mm bye.
[CUSTOMER][NEUTRAL] Goodbye.