AccountId: 011433970860
ContactId: c6194d26-b7b3-44bb-b7b6-5a21ec6b4277
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156139 ms
Total Talk Time (AGENT): 70261 ms
Total Talk Time (CUSTOMER): 60090 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/c6194d26-b7b3-44bb-b7b6-5a21ec6b4277_20250623T14:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, my name is [PII]. I'm calling, uh, from Kendall Hospital and I'm trying to verify eligibility and benefits for patients.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you and you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] OK, it is what I have is 02616798.
[AGENT][NEUTRAL] OK, thank you ma'am. Give me one moment and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Um, my date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing her effective date is [PII] at [PII] and she is active on the policy. And what benefits are needing for this patient?
[CUSTOMER][NEUTRAL] It is an ultrasound, so, um, a breast ultrasound.
[AGENT][NEUTRAL] And it's just gonna be in that.
[AGENT][NEUTRAL] Is this gonna be in an outpatient facility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, not a guarantee of payment, just verification of coverage. With this policy as secondary, we help with primary insurance deductible, co-pay and or co-insurance, and she has an outpatient benefit max up to $1000 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the patient has no um since it's secondary to the um there's no copays, co-insurance, deductibles out of pocket for them.
[AGENT][NEUTRAL] Uh, no, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, what was your name again? I'm sorry, I didn't quite catch it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, it's [PII], last initial [PII]
[AGENT][NEUTRAL] And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, that is all I needed if you have a call reference number.
[AGENT][NEUTRAL] Uh, if you like, you can use my name in today's date for call reference.
[CUSTOMER][POSITIVE] And and today's date. OK, thank you so much.
[AGENT][POSITIVE] Uh yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Yeah