AccountId: 011433970860
ContactId: bf13aba1-99c3-487f-9ea4-53496cb6b22b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180000 ms
Total Talk Time (AGENT): 101562 ms
Total Talk Time (CUSTOMER): 64936 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/bf13aba1-99c3-487f-9ea4-53496cb6b22b_20250224T20:12_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, yeah, hi, I'm calling from theestive Medicine Associates, and I have a patient that is going to have uh an outpatient procedure, and I need to know the benefits.
[AGENT][POSITIVE] It would be my pleasure to assist you. And what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII]. And what is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number?
[CUSTOMER][NEUTRAL] Um, it's 01659620.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth please, ma'am?
[CUSTOMER][NEUTRAL] It's [PII], uh, [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with eligibility and benefits for [PII]. Now that policy that you gave me is an old policy that's no longer active. I can give you his active policy information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] As of [PII], his active policy number is 250.
[CUSTOMER][NEUTRAL] 200.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 2550.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you were needing benefits as well?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Are you needing benefits also?
[CUSTOMER][POSITIVE] Yeah, yeah, yeah, that's what I need benefits.
[AGENT][NEUTRAL] OK. Is that for um inpatient, outpatient hospital facility, office?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Out outpatient umbulatory surgery center.
[AGENT][NEUTRAL] OK, perfect. Well, [PII], he does have outpatient coverage up to.
[AGENT][NEUTRAL] $2500 per calendar year that we can pay toward his deductible, co-pay or co-insurance of his major medical. Now that is a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] I need to know uh the if it's still available.
[AGENT][POSITIVE] All right, I'm checking that for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] As of right now, he has used $350 of that benefit for 2025.
[CUSTOMER][NEUTRAL] Alright, perfect. And can, can I get the spelling of your name and a reference number for this call, please?
[AGENT][NEUTRAL] Sure, the spelling of my name is [PII].
[AGENT][POSITIVE] And it has been a pleasure to assist you with that benefit today, [PII]. Anything else I can help you with?
[CUSTOMER][NEUTRAL] Mm, the reference number is just your name.
[AGENT][NEUTRAL] My name and today's date.
[CUSTOMER][POSITIVE] Alright perfect thank you very much and have a nice day.
[AGENT][POSITIVE] [PII], thank you for calling APL. I hope you have a wonderful day as well. Take care.
[CUSTOMER][NEUTRAL] Mhm you too bye bye.
[AGENT][NEUTRAL] Bye-bye.