AccountId: 011433970860
ContactId: acdd855e-fb1f-43da-a1f0-5cdbb6c2801f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108730 ms
Total Talk Time (AGENT): 49350 ms
Total Talk Time (CUSTOMER): 46305 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/acdd855e-fb1f-43da-a1f0-5cdbb6c2801f_20250623T17:10_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling with the Auctioner Health on behalf of a mutual patient to verify medical coverage.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility, Ms. [PII], if I can get a good callback number for you.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02135063
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Her name is [PII]. Date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's for outpatient.
[AGENT][NEUTRAL] I do show the outpatient calendar year maximum is $6000. Uh, patient also has a $100 deductible. Let me check to see if she's met that yet.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yeah, a deductible has been met and the patient has used $3,951.96 of that $6000.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] Perfect alrighty and that's all I needed. Can I please have a reference number for the call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII] as in [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] OK, no, ma'am, that'll be all thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too.