AccountId: 011433970860
ContactId: de37e5fa-5477-4e6a-a7b4-3a6f66a3f1b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125360 ms
Total Talk Time (AGENT): 68107 ms
Total Talk Time (CUSTOMER): 41170 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/de37e5fa-5477-4e6a-a7b4-3a6f66a3f1b1_20250217T17:17_UTC.wav
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[CUSTOMER][NEGATIVE] Too much
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, this is [PII] with Ash calling for benefits for our patients.
[AGENT][POSITIVE] OK, I can verify benefits for you and I apologize, your name is again?
[CUSTOMER][NEUTRAL] [PII], initial [PII] for my last name.
[AGENT][NEUTRAL] OK, and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] 01912987.
[AGENT][POSITIVE] OK, thank you so much. Give me one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] OK. [PII], [PII].
[AGENT][NEUTRAL] OK, and you say you're calling to verify benefits and eligibility, correct?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK, I'm showing an effective date of [PII] and the policy is active.
[AGENT][NEUTRAL] And what benefits are you needing for this patient?
[CUSTOMER][NEUTRAL] Uh, X-ray. 72052, outpatient diagnostic testing.
[AGENT][NEUTRAL] OK. Um, not a guarantee of payment, just a verification of coverage. With this policy is secondary, we help with primary insurance deductible, co-pay and or co-insurance, and the patient has a benefit max up to $8050 per calendar year, but they do have an outpatient deductible of $100 that has to be met.
[CUSTOMER][NEUTRAL] OK. OK it's no talk about $100. OK. Is there a reference number for the phone call?
[AGENT][NEUTRAL] Uh, no, ma'am. If you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] OK. What is it again? I'm sorry, I didn't catch it.
[AGENT][NEUTRAL] It's [PII], last initial [PII] And Ms. [PII], is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] That's it. Thank you so much for your time.
[AGENT][POSITIVE] Yes, ma'am. Thanks for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.