AccountId: 011433970860
ContactId: ab66fad8-ae88-4375-a0e0-3d12482f23ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117379 ms
Total Talk Time (AGENT): 52320 ms
Total Talk Time (CUSTOMER): 58388 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/ab66fad8-ae88-4375-a0e0-3d12482f23ea_20250530T19:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. This is [PII] from Pember Pink Imaging. How are you?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][POSITIVE] I'm great, thank you. The reason why I'm calling, I'm just calling to check if a um a patient to see if she's active, what her max is, if she's met anything.
[AGENT][NEUTRAL] OK. I'm happy to check eligibility. What is the patient's policy number?
[CUSTOMER][NEUTRAL] It's gonna be 156-5944.
[AGENT][NEUTRAL] All right, thank you. And do you have a good callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK, her name is [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Uh, the effective date is [PII]. We're the members secondary insurance, so this covers deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] And their outpatient benefit max for the calendar year is 4800. That is a verification of benefits, not guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it. Has she met anything, sir, from that?
[AGENT][NEUTRAL] Uh, let's see here, one moment.
[AGENT][NEUTRAL] Nothing has been used, it looks like thus far.
[CUSTOMER][NEUTRAL] Nothing. OK, [PII], and then I just need a reference number. Would it be your name in today's date?
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][POSITIVE] Very good. Thank you, [PII]. Enjoy your weekend, OK? Thank you. Bye bye, bye, love.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] You too bye bye.