AccountId: 011433970860
ContactId: ba93f6f2-1525-4694-998b-9cdb7c6b8c3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172220 ms
Total Talk Time (AGENT): 76859 ms
Total Talk Time (CUSTOMER): 49542 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/ba93f6f2-1525-4694-998b-9cdb7c6b8c3b_20250103T19:40_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hey, so I'm calling uh to verify benefits on a patient.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits. May I have your name?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, yeah, the patient gave me a policy number of 01823015 M as in Mary, L as in Lima, the number 8.
[AGENT][NEUTRAL] OK. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] I have [PII] [PII].
[AGENT][NEUTRAL] Thank you. And what type of service is being rendered?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, she's coming to us for nuclear medicine and X-ray at for outpatient hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer and we have a different policy number, so let me know when you're ready for that new number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, hang on, let me update that here in the system.
[AGENT][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] OK, what is the policy ID?
[AGENT][NEUTRAL] OK, that is 02.
[AGENT][NEUTRAL] 13
[AGENT][NEUTRAL] 493 2.
[CUSTOMER][POSITIVE] OK perfect I'll update that now thank you so much.
[AGENT][NEUTRAL] Mhm. You're welcome. The Effective date is uh [PII] and it is active at the moment, and this is one of our secondary supplemental plans to the major medical. And this one has a benefit of 1500 per day for outpatient service.
[CUSTOMER][NEUTRAL] With for outpatient, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is there anything else I may help you today?
[CUSTOMER][NEUTRAL] OK. Uh,
[CUSTOMER][NEUTRAL] Uh, I was gonna ask you for a reference number, please.
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will. Do you need a spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Yeah, I think the spelling of your name and the uh first initial of your last name please.
[AGENT][NEUTRAL] Sure, that's [PII], last initial [PII].
[CUSTOMER][POSITIVE] Perfect. All right, thank you so much for that information. You have a great day.
[AGENT][POSITIVE] You're welcome. You as well, Ms. [PII], and thank you for calling APL. Bye bye.