AccountId: 011433970860
ContactId: e129003f-548b-40f4-9318-7278e560422f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143339 ms
Total Talk Time (AGENT): 78182 ms
Total Talk Time (CUSTOMER): 60837 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/e129003f-548b-40f4-9318-7278e560422f_20250218T14:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good morning. I'm calling from Palm Beach Gardens Medical Center. I have a patient here that that I need to verify coverage, please.
[AGENT][NEUTRAL] OK, I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and Miss [PII], last initial [PII] and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] What is your name?
[CUSTOMER][NEUTRAL] His policy number is I don't know if it's in hospital or you want the outpatient which one is it that you want?
[AGENT][NEUTRAL] Uh, either one, because if you see they're both the same except for ML 7 or 8.
[CUSTOMER][NEUTRAL] Yes, the 47 01452823 MLH.
[AGENT][NEUTRAL] OK, and give me one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] they
[AGENT][NEUTRAL] I give that to me one more time. I'm so sorry. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] His name is [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm shown his effective date is [PII]. He is active on the policy.
[CUSTOMER][NEUTRAL] Can you send me a confirmation page?
[AGENT][NEUTRAL] And what benefits
[AGENT][NEUTRAL] No, ma'am, we don't send a confirmation of benefits and eligibility for this type of policy.
[CUSTOMER][NEUTRAL] OK, the procedure that he's gonna have done today is um.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Asystogram OK a assiststogram.
[CUSTOMER][NEUTRAL] Systogram, that's what he's gonna have.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is this gonna be done in an outpatient imaging center or facility? OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Facility outpatient.
[AGENT][NEUTRAL] OK. Um, not a guarantee of payment, just a verification of coverage. With this policy, we are secondary. We help with major medicals, deductibles, co-pay, and or co-insurance, and he has a benefit max up to 1500 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Calendar here and can I get an authorization or a confirmation of this call?
[AGENT][NEUTRAL] Uh, we don't give authorizations, but if you can use my name in today's date as a reference.
[CUSTOMER][POSITIVE] OK, thank you very much you have a good day OK?
[AGENT][POSITIVE] You too, Ms. [PII]. Thank you for calling APL. Bye.
[CUSTOMER][POSITIVE] Thank you.