AccountId: 011433970860
ContactId: c07b2d4d-1627-44b5-b5a7-a12b17cc67c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162080 ms
Total Talk Time (AGENT): 39005 ms
Total Talk Time (CUSTOMER): 83906 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/c07b2d4d-1627-44b5-b5a7-a12b17cc67c3_20250520T19:25_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I'm calling from Pembroke Pink Imaging checking to see if a patient is active and what the maximum is that she has.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number looks like 60801.
[AGENT][NEUTRAL] That is actually our payer ID. Do you have a social?
[CUSTOMER][NEUTRAL] 00, hold on, that's the information she gave. Oh, give me a second.
[CUSTOMER][NEUTRAL] I, I saw it too short, but I wasn't sure.
[CUSTOMER][NEUTRAL] Give me a second, let me go back here.
[CUSTOMER][NEGATIVE] Oh my god, they only put that number. They didn't know how to put it.
[CUSTOMER][NEUTRAL] I only have a group number, her date of birth, that's about it. No social.
[AGENT][NEUTRAL] What's the name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Her name is [PII]
[CUSTOMER][NEUTRAL] And her date of birth [PII].
[CUSTOMER][NEGATIVE] Yeah, I knew that was wrong with some whoever made that appointment.
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. Let me give you her policy number.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] 024
[AGENT][NEUTRAL] 922
[AGENT][NEUTRAL] 11
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Please be advised.
[AGENT][NEUTRAL] Um, I'm sorry, what you said for outpatient?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah it's it's outpatient we're in network.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh.
[AGENT][NEUTRAL] I do show the outpatient calendar year maximum is $3000.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 3000. Has she met anything?
[AGENT][NEGATIVE] She hasn't used any benefits so far this year.
[CUSTOMER][NEUTRAL] Nothing. She hasn't used nothing. OK, so that's, I think that's about it. I just wanted to see if she have benefits and uh you have a reference number. Would it be [PII] in today's date?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Uh thank you, [PII]. You have a good day, OK?
[AGENT][POSITIVE] Thank you for calling APL you have a great day as well.
[CUSTOMER][NEUTRAL] Bye, you too.
[AGENT][NEUTRAL] Mhm.