AccountId: 011433970860
ContactId: bf43916c-fdd3-43d0-bcc7-adf2ff031d83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253160 ms
Total Talk Time (AGENT): 71896 ms
Total Talk Time (CUSTOMER): 67251 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/bf43916c-fdd3-43d0-bcc7-adf2ff031d83_20250423T20:13_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling uh to verify benefits for a patient.
[AGENT][POSITIVE] Yeah, of course, [PII], I can help you with benefits today.
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][POSITIVE] Yes, I do. It is.
[CUSTOMER][NEUTRAL] Um, 02415285, the letter M for Mary, L for Leo 8.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And then patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII], [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK. And are you looking for inpatient, outpatient benefits?
[CUSTOMER][NEUTRAL] Yes, this patient is scheduled for an outpatient diagnostic center.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Give me just one moment to look into their policy. Let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, this is not a guarantee of payment, it's just a verification of coverage. So it looks like this falls under the outpatient benefit amount, and that's $400 per covered person per calendar day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So it's per day?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So this, this covers co-pays, deductibles or co-insurances?
[AGENT][NEUTRAL] No, um, this policy does not cover copays.
[AGENT][NEUTRAL] Or deductibles.
[CUSTOMER][NEUTRAL] OK, so the
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So the patient is not allowed to be seen, I'm not not allowed to use this insurance if they have, they have a $75 co-pay for diagnostic services.
[AGENT][NEUTRAL] So this is a secondary policy to their primary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, thank you so much. I'll go ahead and make a note of that. Um, may I have a call reference number and the first um letter to your last name?
[AGENT][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] Yes, so the call reference number is my first name, [PII]
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Last initial [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for that. I hope you have a good day.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Oh no, that'll be all thank you.
[AGENT][POSITIVE] OK, yep, thanks for calling thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK. Bye