AccountId: 011433970860
ContactId: bb4ab824-974e-4d95-9784-cf886263163f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209649 ms
Total Talk Time (AGENT): 81582 ms
Total Talk Time (CUSTOMER): 98269 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/bb4ab824-974e-4d95-9784-cf886263163f_20250402T14:37_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to check benefits or to check if the patient is active.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name?
[CUSTOMER][NEUTRAL] I'm calling from [PII].
[AGENT][NEUTRAL] And a callback number and that policy number.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So it's gonna be [PII].
[CUSTOMER][NEUTRAL] Calling from Pembroke Pink Imaging, the policy number.
[CUSTOMER][NEUTRAL] That I see here is.
[CUSTOMER][NEUTRAL] 01659738.
[CUSTOMER][NEUTRAL] And then there's letter M and a letter L and number 8.
[AGENT][NEUTRAL] Thank you, [PII]. You did say your name was [PII], correct?
[AGENT][NEUTRAL] Or did I change it?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I didn't understand what you said.
[AGENT][NEUTRAL] What is your name? Did you say your name was [PII] or did I change it?
[CUSTOMER][NEUTRAL] 00, my, no, my name is [PII]
[AGENT][NEUTRAL] Could you spell that?
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII] mhm.
[AGENT][NEUTRAL] Um, could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure, it's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility.
[CUSTOMER][NEUTRAL] Yes, to see if she's, what's her max, if she's met anything, that's all, and the effective date.
[AGENT][NEUTRAL] For this policy, so let me give you the correct policy number. Let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready for you.
[AGENT][NEUTRAL] It's 249-763-5. It's 249-763-5 and what is the place of service that you're calling to verify if it's covered?
[CUSTOMER][NEUTRAL] It it's Pembroke Pink Imaging. We're outpatient and we're in network.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] So she has outpatient benefits of $7900 per calendar year and this is not a guaranteed benefits just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Any has she met anything of that amount 7000.
[AGENT][NEUTRAL] She has not utilized any of her benefits for [PII].
[CUSTOMER][POSITIVE] OK, very good. And what's the effective, effective, effective date for that?
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[AGENT][NEUTRAL] Be one moment give it to you.
[AGENT][POSITIVE] This policy became effective.
[AGENT][NEUTRAL] [PII] and it's currently active and Alder, could you verify the call back number again for me one more time?
[CUSTOMER][NEUTRAL] [PII]. And all I need now is a reference number of the call and that's it.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] We don't provide reference numbers. However, you can utilize my name and today's date as a reference is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And the day and today's date. OK, thank you so much you have a wonderful day today OK?
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. You have a great one as well. Thank you. Goodbye.
[CUSTOMER][POSITIVE] My love.
[CUSTOMER][NEUTRAL] You too. Bye.