AccountId: 011433970860
ContactId: bcbea61e-b406-4a0a-b9e7-efbdbe9adcf0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160110 ms
Total Talk Time (AGENT): 66692 ms
Total Talk Time (CUSTOMER): 66423 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/bcbea61e-b406-4a0a-b9e7-efbdbe9adcf0_20250307T20:53_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes ma'am, I needed to see if I can verify benefits for a patient.
[AGENT][NEUTRAL] OK, well, I can verify benefits for you. And your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII] or [PII]? I'm sorry.
[CUSTOMER][NEUTRAL] Uh, with a [PII], sorry, yeah.
[AGENT][NEUTRAL] OK, and what is the policy number, please?
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Outpatient benefits would be the certificate number.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Cert number, OK, sorry, 02347948.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] And the patient's name, date of birth.
[CUSTOMER][NEUTRAL] It is gonna be [PII] and it is 122701.
[AGENT][NEUTRAL] OK, give me one moment. Showing this policy termed on [PII], um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] I do show a current policy number. Give me one moment to make sure she is on there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show another policy number. I'll give that to you when you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, it is 2473446.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Effective date [PII], policy is active. And what benefits are you needing for this patient?
[CUSTOMER][NEUTRAL] We're a specialist, uh, and like she's here for an office visit, so and I know she has a primary insurance. Did y'all pick up like co-pays or deductible or I wasn't sure how it worked.
[AGENT][NEUTRAL] Uh, no, ma'am, not for office visits or procedures in office. Uh, the policy only covers for outpatient or in hospitals.
[CUSTOMER][NEUTRAL] Got it. OK, so she was, so we really wouldn't even need this because we wouldn't deal with it. OK, perfect. Thank you. So what about surgery centers? Not like that, uh, because they're outpatient?
[AGENT][NEUTRAL] Uh, surgery center is considered outpatient on the policy.
[CUSTOMER][NEUTRAL] OK, so she had a procedure at the surgery center, then that, that's where this would kick in.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Awesome perfect thank you so much that's actually really all I needed to know for today.
[AGENT][POSITIVE] All right, Ms. [PII], and I appreciate you for calling APL. You have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Bye.