AccountId: 011433970860
ContactId: e446e1f6-3b59-4bdc-a6e4-45bc47492d94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222820 ms
Total Talk Time (AGENT): 134564 ms
Total Talk Time (CUSTOMER): 79380 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/e446e1f6-3b59-4bdc-a6e4-45bc47492d94_20250117T22:12_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How 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][POSITIVE] It would be my pleasure to assist you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and the policy number for the patient, please?
[CUSTOMER][NEUTRAL] It is 962-886.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] All right, thank you, and I do apologize, so you you needing claim status or you're needing eligibility, aren't you?
[CUSTOMER][NEUTRAL] Eligibility.
[AGENT][POSITIVE] Thank you. I'm sorry, I was having a Friday afternoon moment. I apologize.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Oh, my mind just went blank. And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] All right, thank you. And it would be my pleasure to help you with that eligibility this afternoon. [PII], I'm showing that [PII]'s policy is active. Effective date is [PII], and this is a secondary policy to his major medical.
[CUSTOMER][NEUTRAL] OK. And what would be the coverage benefits that he has?
[AGENT][NEUTRAL] And what type of coverage are you needing?
[CUSTOMER][NEUTRAL] He's having an outpatient procedure, um, a colonoscopy and endoscopy, and I'm looking for the professional benefits.
[AGENT][POSITIVE] Alright, I can help you with that.
[AGENT][NEUTRAL] Now, this policy does pay to diagnostic testing or diagnostic uh procedures.
[AGENT][NEUTRAL] In an outpatient facility, the maximum benefit we can pay per calendar year is $3000 and that is a verification of coverage, not a guarantee of payment.
[AGENT][NEUTRAL] At this time, [PII], he still has that full benefit remaining for 2024.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Perfect. Do you have a reference number in your name?
[AGENT][POSITIVE] It's gonna be my name and today's date, and I spell my name [PII], and it was a pleasure to help you with those benefits. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] That would be it. Thank you so much. Enjoy your weekend. Be safe.
[AGENT][POSITIVE] I hope you enjoy your weekend too, [PII]. Thank you for calling APL. You be safe as well. And I don't know where you are, but wherever it is, it's probably gonna get cold, so stay warm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Yeah, I'm I'm sorry that I'm not that bad. Where are you?
[AGENT][NEUTRAL] It's gonna get cold for y'all though, right?
[CUSTOMER][MIXED] Yeah, it's not that bad here, but for us it's a little bit cold.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Right, well, you stay warm and enjoy your weekend.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Where are you?
[AGENT][NEUTRAL] I'm in [PII].
[CUSTOMER][NEUTRAL] Oh, how's the weather there?
[AGENT][NEUTRAL] Well, right now, it's, you know, for what it's, it's warmer than it has been, but it's fixing to hit again, so we just go from cold to warm to cold to warm. I'm just like, whatever.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 00.
[CUSTOMER][NEUTRAL] I, I, I know.
[AGENT][NEGATIVE] Just whatever.
[CUSTOMER][NEUTRAL] Well, popcorn and movie, popcorn and movie this weekend.
[AGENT][NEUTRAL] Take whatever comes.
[AGENT][POSITIVE] That sounds like great binging time to me. I'm gonna, I'm, it's exactly what I'm planning on doing.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] All right, [PII]. Have a wonderful weekend. Take care.
[AGENT][POSITIVE] You too. And thank you for calling APO. You take care as well, [PII]. Take care.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] All right.