AccountId: 011433970860
ContactId: a78662f6-b007-4f47-8de1-cf2c79b32696
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144940 ms
Total Talk Time (AGENT): 85169 ms
Total Talk Time (CUSTOMER): 49088 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/a78662f6-b007-4f47-8de1-cf2c79b32696_20250130T16:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling the APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Your name is [PII]?
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling you from Pembroke Pink Imaging, uh, checking on outpatient benefits for patients.
[AGENT][POSITIVE] It would be my, my pleasure to assist you with those benefits, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] The policy number is 01704612.
[AGENT][NEUTRAL] Thank you, Al and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you. And I can help you. You said you're needing diagnostic testing benefit for [PII]?
[CUSTOMER][NEUTRAL] Uh yes. I know.
[AGENT][POSITIVE] All right, I can help you with that. I'm showing that her policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] This is a secondary policy to her primary insurance.
[AGENT][NEUTRAL] And she does have, it would have to be in an outpatient facility to be covered.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, we're all patient.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Wonderful, and she does have outpatient coverage up to $2500 per calendar year.
[AGENT][NEUTRAL] That is a verification of coverage, not a guarantee of payment. At this time, she has the full benefit remaining for [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, hold on, have they used any. Have they used any?
[AGENT][NEUTRAL] At this time, she has that full benefit remaining nothing used.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK. Very good. Could I have a reference number for this call, please?
[AGENT][NEUTRAL] The reference number is my name and today's date, and I spell my name [PII]. And if you'd also please note that all benefits given over the phone is a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] Thank you for calling APO I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too. Bye. bye.
[AGENT][POSITIVE] Thank you, [PII]. Bye.