AccountId: 011433970860
ContactId: dc1ba51a-036a-408c-9283-3bcbb9da3b4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143669 ms
Total Talk Time (AGENT): 68118 ms
Total Talk Time (CUSTOMER): 40097 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/dc1ba51a-036a-408c-9283-3bcbb9da3b4b_20250616T13:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Diagnostic Center of Miami. I was calling to get benefits and eligibility on a patient, please.
[AGENT][POSITIVE] I'm sure [PII] I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Policy number we have on file is 02419356.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, just let me advise you that verification of coverage does not guarantee payment of claims.
[AGENT][NEUTRAL] Um, I'm showing that she does have a new policy number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And if I can get that from you please then.
[AGENT][NEUTRAL] Um, yes, the policy number is 02556460.
[CUSTOMER][NEUTRAL] And when was that effective?
[AGENT][NEUTRAL] Um, the effective date was let's see, [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient benefits please.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 8700 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] Perfect. And how much of that has been used as of this year?
[AGENT][NEUTRAL] Um, so far she's used um $82.14.
[CUSTOMER][POSITIVE] OK, perfect. That was actually all I needed. Ey, thank you so much for your help and have a wonderful day.
[AGENT][POSITIVE] OK, thank you, [PII] for calling ATL. You have a great day as well. Mm bye.
[CUSTOMER][NEUTRAL] Goodbye.