AccountId: 011433970860
ContactId: 9c047eb9-9872-4306-88d9-006e4db099ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96339 ms
Total Talk Time (AGENT): 41080 ms
Total Talk Time (CUSTOMER): 45295 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/9c047eb9-9872-4306-88d9-006e4db099ff_20250305T17:33_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from LA Medical to verify a patient's benefits and co-payment.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] If I can get a good call back number for you?
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02450090M as in Mary and L as in Lamb 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment and do show the policy is currently active with an effective date of [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Uh, inpatient.
[AGENT][NEUTRAL] I do show the inpatient per occurrence is $2000.
[CUSTOMER][NEUTRAL] And what would be your copay?
[AGENT][NEUTRAL] We're her gap, so we're responsible for her patient responsibility up to that $2000 maximum for inpatient.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Got you. Let me make sure it is active. Alrighty, well thank you so much.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You as well.