AccountId: 011433970860
ContactId: ad0a059e-28b4-4479-8541-96dbd1804f16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109959 ms
Total Talk Time (AGENT): 56301 ms
Total Talk Time (CUSTOMER): 35893 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/ad0a059e-28b4-4479-8541-96dbd1804f16_20250424T16:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yeah, [PII], my name is [PII]. I'm calling from Mayo Clinic, and I am trying to get verification on a patient.
[AGENT][POSITIVE] I'm sure, [PII] I can assist you with benefits. Um, first, I'll need a callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] I have let's see 018978670.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] uh [PII].
[AGENT][NEUTRAL] OK. And just submit advise you that verification of coverage does not guarantee payment of fines. Um, the effective date on this policy was [PII]. The policy is still active and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Yeah, it looks like outpatient radiology.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 3500 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, that's what I was gonna ask if y'all were secondary, OK.
[CUSTOMER][POSITIVE] Alright, awesome EV do you give out reference numbers?
[AGENT][NEUTRAL] Um, yes, for the reference number, you can use my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] OK. Well, I thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.