AccountId: 011433970860
ContactId: 9e3207ad-8edf-4a73-b008-0e1824c63692
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154610 ms
Total Talk Time (AGENT): 67333 ms
Total Talk Time (CUSTOMER): 70918 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/9e3207ad-8edf-4a73-b008-0e1824c63692_20250617T12:14_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, I'm calling from Galloway Endoscopy Center. I'm just calling to verify the benefits of this patient's, uh, insurance.
[AGENT][POSITIVE] OK. Happy to check on benefits. Do we have their policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, 02 0 sorry, not the certain number, right?
[AGENT][POSITIVE] Uh, yeah, the 02, that should be good, yeah.
[CUSTOMER][NEUTRAL] Yeah, got you. 02353094 ML8.
[AGENT][NEUTRAL] Thank you. And then for documentation, can I grab your name and a callback number, please?
[CUSTOMER][NEUTRAL] Yes, [PII] and callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name and date of birth is [PII], and their date of birth is.
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] Thank you. Alright, patient is active. Effective date is [PII]. We are the members secondary insurance, so this does cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Got you, um, and what's the max benefits and then used?
[AGENT][NEUTRAL] Uh, let's see here, are we looking for we're outpatient, is that what we're looking for?
[CUSTOMER][NEUTRAL] Outpatient, yes.
[AGENT][NEUTRAL] So their outpatient benefit max on this plan, it looks like it's 2000 for the calendar year.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] Let me, let me see what they've used one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] E.
[AGENT][NEUTRAL] Amount used to date for [PII] is $50.
[CUSTOMER][POSITIVE] Got you OK.
[CUSTOMER][NEUTRAL] And yeah that should be fine. Can I get a reference number for this call?
[AGENT][NEUTRAL] Absolutely. Call references my name with today's date. My name again is [PII], that's [PII] initial to my last name is [PII] and then today's date.
[CUSTOMER][POSITIVE] Got you. 6 17 2025. Got you, perfect. Alright, thank you very much there.
[AGENT][POSITIVE] You're welcome [PII] have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.