AccountId: 011433970860
ContactId: d0145efb-748f-4f2d-9f52-2e23a9d21432
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197539 ms
Total Talk Time (AGENT): 98083 ms
Total Talk Time (CUSTOMER): 61288 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/d0145efb-748f-4f2d-9f52-2e23a9d21432_20250203T15:01_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] from South Florida Diagnostic.
[CUSTOMER][NEUTRAL] Um, I need to verify, um, benefits for the patient, please.
[AGENT][NEUTRAL] OK, I can help you with benefits. Ms. [PII], can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Thank you so much. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] I have the ID if you need it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] I'm sorry, what was that again? What was that again?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am, the policy number?
[CUSTOMER][NEUTRAL] OK, I'm sorry, 107.
[CUSTOMER][NEUTRAL] 0973.
[AGENT][NEUTRAL] Thank you. And then what is um the patient's date of birth?
[CUSTOMER][NEUTRAL] Uh, the date of birth is um [PII].
[AGENT][NEUTRAL] OK, let me go ahead and pull the patient up for us real quick.
[CUSTOMER][POSITIVE] Thank you, appreciate that.
[AGENT][POSITIVE] You're, you're very welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And this is just to verify her coverage. It's not a guarantee of payment. She has an supplemental policy that is billed secondary to the primary. This policy is a gap insurance that helps with deductible, co-pay and co-insurance.
[AGENT][NEUTRAL] She has an inpatient benefit amount of $5000 per occurrence and then she also has an outpatient per occurrence benefit of $500.
[CUSTOMER][NEUTRAL] 500 is for current, and the other one is per year.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, let me ask you what was effective today again because I couldn't, I only heard the the year.
[AGENT][NEUTRAL] Oh, I'm sorry I'm sorry, let me give that to you.
[CUSTOMER][NEUTRAL] So sorry.
[AGENT][NEUTRAL] It's, that's OK, it's [PII].
[CUSTOMER][POSITIVE] Perfect. So any accumulation in that um.
[CUSTOMER][NEUTRAL] Outpatient benefit.
[AGENT][NEUTRAL] Let me check real quick for you to see.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. There has nothing has been used for the year of [PII].
[CUSTOMER][POSITIVE] Perfect, thank you. Can I have a reference number please?
[AGENT][NEUTRAL] Yes ma'am, you can use my name it's [PII] and today's date.
[CUSTOMER][NEUTRAL] Uh, how do you spell your name? I don't wanna put it wrong.
[AGENT][NEUTRAL] Yes, ma'am. It's [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the first letter of your last name, please?
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] Thank you, [PII], I appreciate your help.
[AGENT][POSITIVE] You're very welcome. You have a good week, Ms. [PII]. Thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][NEUTRAL] All right. Bye-bye