AccountId: 011433970860
ContactId: c004ec0e-6521-4a5c-a688-574afca1e6fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133360 ms
Total Talk Time (AGENT): 68110 ms
Total Talk Time (CUSTOMER): 43581 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/c004ec0e-6521-4a5c-a688-574afca1e6fb_20250320T19:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling from Gastro Health. I'm trying to verify the benefit for one of my patients.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with benefits. Um, first, I'll need a callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It is 1484175 ML 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you and just submit advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, for outpatient, we cover.
[CUSTOMER][NEUTRAL] Is an outpatient.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Your outpatient, we cover up to 500 per day, and that's for co-pay, co-insurance, and deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] So $500 per day.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, can I have your name and a reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] My last initial is [PII] and today's date. Um, is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Did you say [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Well, how do you spell your name? I'm sorry.
[AGENT][NEUTRAL] Um, [PII]
[CUSTOMER][POSITIVE] And then M. OK, perfect. Thank you so much, [PII]. Have a wonderful day.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][POSITIVE] Thanks bye bye.