AccountId: 011433970860
ContactId: d12ddf26-4363-468f-8161-3a6ee2e3cff5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174360 ms
Total Talk Time (AGENT): 78897 ms
Total Talk Time (CUSTOMER): 48505 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/d12ddf26-4363-468f-8161-3a6ee2e3cff5_20250212T16:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I'm calling to verify benefits for a patient, please.
[AGENT][NEUTRAL] Yes ma'am, I can help you [PII]. um, what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] It's [PII] and I'm sorry it cut out, but what is your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] I'm sorry, it just cut out again as you're saying it.
[AGENT][NEUTRAL] Oh no. It's, it's [PII]
[CUSTOMER][POSITIVE] Thanks, [PII].
[AGENT][NEUTRAL] You're welcome. What is the patient's name, Ms. [PII]?
[CUSTOMER][NEUTRAL] Patient is [PII].
[AGENT][NEUTRAL] OK. And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number, please?
[CUSTOMER][NEUTRAL] 01682324 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an act policy. The effective date of the policy is [PII].
[AGENT][NEUTRAL] And this is just to verify coverage. It's not a guarantee of payment. This is a supplemental gap insurance that helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] Uh, the has an inpatient benefit amount per calendar year of $4000 and also has an outpatient calendar year benefit amount of $4000.
[CUSTOMER][NEUTRAL] OK. And uh she is scheduled for an outpatient procedure. Has she used any of that benefit yet? I know it's the beginning of the year.
[AGENT][NEUTRAL] Let me check real quick.
[CUSTOMER][POSITIVE] Thanks, [PII].
[AGENT][POSITIVE] You're welcome.
[AGENT][NEGATIVE] No, nothing has been used for the year of [PII].
[CUSTOMER][NEUTRAL] OK, and sorry, may I just get a reference number then, please?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date, and I can I get your facility name please, Miss [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um, that's Gastro Health.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what is the first initial to your last name, please?
[AGENT][NEUTRAL] It's A
[CUSTOMER][POSITIVE] Thank you very much. I appreciate your help.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. You have a blessed day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. You do the same. Bye-bye.
[AGENT][POSITIVE] Thank you, ma'am bye bye.