AccountId: 011433970860
ContactId: 993a2e6f-bbee-45a2-9cfc-cbde9a923308
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131619 ms
Total Talk Time (AGENT): 64570 ms
Total Talk Time (CUSTOMER): 62043 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/993a2e6f-bbee-45a2-9cfc-cbde9a923308_20250429T13:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Ay, right? Ay?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], Hi [PII], I'm calling from Pembroke Pink Imaging. I wanna check benefits on a patient to check her benefits, how much she's met, maximum amount.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, my name is [PII] phone number [PII].
[AGENT][NEUTRAL] OK. Thank you all. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Sure, it's gonna be 02441499, then there's letters M as in Mary, L as in Louis, number 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Sure, it's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on the policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And for outpatient benefits, um, we cover up to $500 per day and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim. Yes, ma'am. So this is a daily benefit. Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh that's awesome OK and then the only thing I need right now is a reference number and that's it.
[AGENT][NEUTRAL] OK, for the reference number, you can use my name and today's date. And again, my name is [PII]. Um it's spelled [PII] Last initial [PII] and today's date. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Today's date.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, [PII], thank you so much have a wonderful day today.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mhm. Mm, bye.
[CUSTOMER][POSITIVE] I love.
[CUSTOMER][POSITIVE] You're welcome bye.