AccountId: 011433970860
ContactId: 99b8e588-bf03-4512-87f2-107232f8ec61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136600 ms
Total Talk Time (AGENT): 77153 ms
Total Talk Time (CUSTOMER): 48971 ms
Interruptions: 1
Overall Sentiment: AGENT=2.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/99b8e588-bf03-4512-87f2-107232f8ec61_20250226T20:47_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes ma'am. My name is [PII]. I'm calling to verify benefits for a patient.
[AGENT][POSITIVE] Oh well, it would be my pleasure to assist you with those benefits. What is a good callback number, please?
[CUSTOMER][NEUTRAL] Yes ma'am, area code [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, ma'am. It is 02096468.
[AGENT][NEUTRAL] And the patient's name and date of birth please, ma'am?
[CUSTOMER][NEUTRAL] Yes, her name is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you. My pleasure to assist you with eligibility and benefits. I'm showing that [PII]'s policy is active. Effective date is [PII]. This is a secondary policy to her primary insurance. And what type of coverage are you needing?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, will it pick up her, um, co-pay?
[CUSTOMER][NEUTRAL] And her deductible.
[AGENT][NEUTRAL] Is it for an office visit or outpatient facility? What type of service?
[CUSTOMER][NEUTRAL] No, it's for an office visit and an ultrasound.
[AGENT][NEUTRAL] OK, so for the office visit co-pay, there are no benefits on this policy to cover that office visit co-pay. She does have benefits for procedures or treatments performed in a doctor's office for sickness or injury, and that benefit amount is up to $2550 per calendar year.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] She does
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That we can pay toward her deductible copay or co-insurance of her major medical.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now that is a verification of coverage and not a guarantee of payment.
[CUSTOMER][POSITIVE] OK all right thank you so much.
[AGENT][POSITIVE] It's my pleasure to assist you with those benefits, [PII], anything else I can help you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] And thank you for calling APL. Have a wonderful day.
[CUSTOMER][POSITIVE] Thank you for calling ATL
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.