AccountId: 011433970860
ContactId: bcb0915d-36e2-4f90-8c4d-e039b8d67a14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134089 ms
Total Talk Time (AGENT): 72239 ms
Total Talk Time (CUSTOMER): 45777 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/bcb0915d-36e2-4f90-8c4d-e039b8d67a14_20250319T17:21_UTC.wav
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[AGENT][NEUTRAL] Good morning. I'm sorry, good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, hi, good afternoon. I'm calling from the just of Medicine Associates, and I have a patient that is going to have a procedure outpatient, and I need the benefits.
[AGENT][NEUTRAL] OK, I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, spell your name for me, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And Miss [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It's 01731961 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] OK, I show his effective date is [PII]. He is active in the policy and you say you're calling for benefits, correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, outpatient.
[AGENT][NEUTRAL] OK, um, see, um, not a guarantee of payment, just a verification of coverage. With this policy as secondary, we help with primary insurance deductible, co-pay, and or co-insurance, and he has a benefit max up to 2500 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and how much he he have used of that?
[AGENT][NEUTRAL] Uh, let me see, give me a moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, I don't show that he has used any benefits for this year, so it is available.
[CUSTOMER][POSITIVE] Alright, perfect. And can I get your name and a reference number for this call, please?
[AGENT][NEUTRAL] Uh, my name is [PII], last initial [PII], and as far as reference, you can use my name in today's date if you like.
[CUSTOMER][POSITIVE] Perfect, thank you very much and have a nice day.
[AGENT][POSITIVE] Alright, you too. Thanks for calling APM Ms. [PII].
[CUSTOMER][NEUTRAL] Alright bye bye.