AccountId: 011433970860
ContactId: db97028d-58ab-4612-978b-598a6bfb7840
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198919 ms
Total Talk Time (AGENT): 74866 ms
Total Talk Time (CUSTOMER): 73641 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/db97028d-58ab-4612-978b-598a6bfb7840_20250404T19:35_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 Gastro Health. I'm trying to verify the benefit for one of my patients.
[AGENT][NEUTRAL] OK, I'm sorry. What was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII]. And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Patient policy number is 23, I mean, I'm sorry, 0253094L.
[CUSTOMER][NEUTRAL] MLA
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can you give me that policy number one more time? I think I may have missed the number.
[CUSTOMER][NEUTRAL] Sure, no problem. It's 02353094 ML8.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] Patient's name, it's [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII]. And you're needing benefits?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Benefits, yes. Patient is having an outpatient procedure and I'm looking for the professional benefits.
[AGENT][POSITIVE] OK, I can help you with that. Um.
[AGENT][NEUTRAL] The effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This policy does coordinate with the primary insurance.
[AGENT][NEUTRAL] Whatever the primary applies to the deductible co-pay or co-insurance for outpatient, we'll pay up to $2000 per calendar year.
[CUSTOMER][NEUTRAL] 2 or 3?
[AGENT][NEUTRAL] 2
[CUSTOMER][NEUTRAL] 2. OK. I couldn't record it. And what's available right now?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Hold on just a moment, I'll check for you.
[CUSTOMER][POSITIVE] Mhm. Thank you.
[AGENT][NEUTRAL] They have not used anything for this year.
[CUSTOMER][NEUTRAL] OK. Can I have your name and a reference number, please?
[AGENT][NEUTRAL] My name is [PII] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um [PII], what's the first initial of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Oh, [PII] S and today's date. Got it. Thank you so much, [PII].
[AGENT][POSITIVE] Thank you for calling APL LA. You have a good afternoon.
[CUSTOMER][POSITIVE] Thank you, too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm