AccountId: 011433970860
ContactId: a41f4b10-73f6-438d-907e-c5787d7dfc8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296309 ms
Total Talk Time (AGENT): 72326 ms
Total Talk Time (CUSTOMER): 40930 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/a41f4b10-73f6-438d-907e-c5787d7dfc8f_20250425T14:39_UTC.wav
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[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I'm calling from Acumen. I'm trying to get benefits on a patient.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I think, I think that one.
[AGENT][NEUTRAL] What did you say your name was again?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] OK [PII], I can help you with benefits today. Do you have the policy number?
[CUSTOMER][NEUTRAL] 01678855 ML 8
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And then can I get a callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Can you repeat that? Sorry, you were cutting out.
[CUSTOMER][NEUTRAL] I'm sorry, you need me to repeat what?
[AGENT][NEUTRAL] Uh, the callback number, sorry, you were cutting out.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And then the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And is this for an office visit?
[CUSTOMER][NEUTRAL] Yes. Patients having radiology in an office setting.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Give me just one second. I'm going to pull up her benefits.
[AGENT][NEUTRAL] OK, this is not a guaranteed payment, it's just a verification of coverage, so it looks like they have an outpatient benefit max and that is 1000 per covered person per calendar year.
[AGENT][NEUTRAL] And that's a maximum of 3000 per calendar year for all covered person on the policy.
[CUSTOMER][NEUTRAL] 3000 per year. How much of that benefit has been used?
[AGENT][POSITIVE] Yes, I can check for you.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, nothing has been used as as of this year.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Can I have your reference number for the call?
[AGENT][NEUTRAL] Of course, it's my first name, [PII], last initial [PII] and then today's date.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah, of course, is there anything else I can help you with?
[CUSTOMER][POSITIVE] That is it. Have a great day.
[AGENT][POSITIVE] OK, thanks for calling APL you too.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] OK, bye.