AccountId: 011433970860
ContactId: cd125cab-5493-45f3-ba5c-e317d41b458f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129240 ms
Total Talk Time (AGENT): 66603 ms
Total Talk Time (CUSTOMER): 48657 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/cd125cab-5493-45f3-ba5c-e317d41b458f_20250226T19:41_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling from Asho How trying to verify the benefit for one of my patients.
[AGENT][NEUTRAL] OK, I can verify benefits for you, Ms. [PII], and what is the policy number, please?
[CUSTOMER][NEUTRAL] It's 02295813 MLA.
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], verify the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] OK, I show her effective date is [PII]. She is active on the policy and what benefits you're needing for this patient?
[CUSTOMER][NEUTRAL] Patient is having an outpatient procedure. CPT code is 43239.
[CUSTOMER][NEUTRAL] It's gonna be done in the ambulatory surgical center and I'm looking for the professional benefits.
[AGENT][NEUTRAL] OK, uh, not a guarantee of payment, just a verification of coverage. With this policy, we are secondary. We help with primary insurance deductible, co-pay, and or co-insurance, and I show she has a benefit max up to $3500 per calendar year.
[CUSTOMER][NEUTRAL] 2500?
[AGENT][NEUTRAL] 3500, um, 3500. Yes, ma'am.
[CUSTOMER][NEUTRAL] 35 and it's.
[CUSTOMER][NEUTRAL] And everything is available?
[AGENT][NEUTRAL] Uh, let me double check.
[AGENT][NEUTRAL] Uh, yes, ma'am. I'm not sure if she's used any benefits for this year, so it is available.
[CUSTOMER][NEUTRAL] OK, so 3500, can I have your name and a reference number?
[AGENT][NEUTRAL] Uh, my name is [PII], last initial Q. Uh we don't give reference numbers, but you may use my name in today's date.
[CUSTOMER][POSITIVE] Got it thank you so much thank you have a wonderful day.
[AGENT][POSITIVE] Alright, you too, and thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Mm bye bye.