AccountId: 011433970860
ContactId: 9efa5cff-b82b-469f-be32-013d0b4f5e44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193940 ms
Total Talk Time (AGENT): 98456 ms
Total Talk Time (CUSTOMER): 65936 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/9efa5cff-b82b-469f-be32-013d0b4f5e44_20250304T16:03_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, good morning. You said your name was [PII] or [PII]?
[AGENT][NEUTRAL] Um, it's [PII], um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] Oh, [PII], I'm sorry.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK. Good morning, [PII]. My name is [PII], and I am calling from the diagnostic Center of Miami. I need to check eligibility on a patient, please.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] OK, it is 02281890 ML 8.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 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] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient
[CUSTOMER][NEUTRAL] Outpatient benefits.
[AGENT][NEUTRAL] OK for.
[AGENT][NEUTRAL] OK. For outpatient, we cover up to $2000 per day and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] OK, great, OK.
[AGENT][NEUTRAL] OK. And is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yes, yes, please. I have another patient that I need assistance with, please.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm sure.
[AGENT][NEUTRAL] OK, thanks for your patience, [PII]. What's the next policy number?
[CUSTOMER][NEUTRAL] It is 01845848 ML 8.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. And again, 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, and is this also for outpatient benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Under this policy, 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][POSITIVE] OK, great. Well thank you so much for your help. I really appreciate it.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much. You have a wonderful day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling ATL. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.