AccountId: 011433970860
ContactId: c453d597-e980-4834-a056-f6c0a0c43f27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136860 ms
Total Talk Time (AGENT): 78180 ms
Total Talk Time (CUSTOMER): 44120 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/c453d597-e980-4834-a056-f6c0a0c43f27_20250408T15:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, what's your name, ma'am?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Alright, Ms. [PII], this is [PII] with Ashna Clinic. I'm calling to get benefits on a patient.
[AGENT][POSITIVE] Sure, I could take benefits for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then did you have that policy number?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] It is 01912987.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] And we're we need to look at inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Uh, outpatient.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims. The outpatient benefit is $8050 per calendar year. If you'll give me one moment, I'll see if any of that has been used.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, so she has used $18.30 of that benefits so far this year.
[CUSTOMER][NEUTRAL] Alright, so she got an $80,050 deductible and she only used $18 so far.
[AGENT][NEUTRAL] Not a deductible, um, that's the benefit amount, that's the total benefit amount that we would pay, yes, sorry about that confusion, uh, this plan does have an outpatient deductible of $100 per calendar year.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] The benefit amount, OK.
[CUSTOMER][POSITIVE] Alright, no problem.
[CUSTOMER][NEUTRAL] And and so forth she only use $18 and she have a $100 deductible.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] That's all I need and may I have a reference number please?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date, uh, so my name again [PII] Was there anything else I could help you with [PII]?
[CUSTOMER][POSITIVE] That's it, thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Same to you bye bye.
[AGENT][POSITIVE] Thank you, bye bye.