AccountId: 011433970860
ContactId: ae2e47b2-927e-4d7a-8e93-383939c85383
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180960 ms
Total Talk Time (AGENT): 69690 ms
Total Talk Time (CUSTOMER): 63503 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/ae2e47b2-927e-4d7a-8e93-383939c85383_20250224T20:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, good afternoon. I'm calling for uh Patients Gap Insurance to verify.
[AGENT][NEUTRAL] OK, I can help you with the eligibility of a patient. Can I please get your name and your call back number and the facility you're calling from?
[CUSTOMER][NEUTRAL] Um, my name is [PII], and the callback number is [PII].
[AGENT][NEUTRAL] And then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Or don't know.
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth and policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And um his name and his date of birth is [PII]. Do you need the member ID number right now?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Member ID number is 02191098ML8.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. His effective date is [PII].
[CUSTOMER][NEUTRAL] Alright, and will this pick up any co-pay, deductible or co-insurance for an urgent care visit?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, this is just to verify the benefits. It's not a guarantee of payment. The insured does have an outpatient per calendar day benefit of $750.
[AGENT][NEUTRAL] That does go towards deductible, co-pay, or coinsurance.
[CUSTOMER][NEUTRAL] OK and.
[CUSTOMER][NEUTRAL] And you don't, you can't see how much has been used?
[AGENT][NEUTRAL] Uh, he has a benefit per calendar day of $750.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Um, right, that's the maximum you said?
[AGENT][NEUTRAL] Yes, per day.
[CUSTOMER][NEUTRAL] Oh, per day, got it. And what is your name, sorry?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] And can I have is the last name initial [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect and then [PII] on today's date, right?
[AGENT][POSITIVE] Yes ma'am, that's right.
[CUSTOMER][POSITIVE] The reference number, thank you so much have a great rest of your day thank you.
[AGENT][POSITIVE] You too, [PII] thank you for calling APL. You have a great day also.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.