AccountId: 011433970860
ContactId: e22c11b1-83a9-42ed-9f08-b2d32c4d3618
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145740 ms
Total Talk Time (AGENT): 70247 ms
Total Talk Time (CUSTOMER): 55401 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/e22c11b1-83a9-42ed-9f08-b2d32c4d3618_20250115T16:10_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. I was calling to um verify some benefits for a patient.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits and may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02539831 ML8.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][POSITIVE] Perfect, thank you. And what type of service is being rendered for benefits?
[CUSTOMER][NEUTRAL] He is having a colonoscopy and endoscopy.
[AGENT][NEUTRAL] Is it a diagnostic colonoscopy or a preventative colonoscopy?
[CUSTOMER][NEUTRAL] Diagnostic.
[AGENT][NEUTRAL] OK, alright, and before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer, and we have an outpatient maximum of 2000 per cover person per calendar year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is for an outpatient facility or hospital.
[CUSTOMER][NEUTRAL] OK, and is there um remain like did he use that up or is this?
[AGENT][NEUTRAL] Uh, it started all over again [PII].
[AGENT][NEUTRAL] I can check and see if he has used it. Let me check.
[CUSTOMER][NEUTRAL] And he hasn't had a procedure then? OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, he has not used his benefits as of today for [PII]. Mhm.
[CUSTOMER][NEUTRAL] He hasn't used it.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright perfect and what was your name again? I'm sorry?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] And can I get a reference number for this call?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's day.
[CUSTOMER][NEUTRAL] But you know
[CUSTOMER][POSITIVE] Perfect thank you so much though.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.