AccountId: 011433970860
ContactId: e4b4e11b-c01f-4478-91d4-8d409b24c5ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227300 ms
Total Talk Time (AGENT): 81565 ms
Total Talk Time (CUSTOMER): 68705 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/e4b4e11b-c01f-4478-91d4-8d409b24c5ed_20250606T13:51_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], my name is [PII]. I'm calling from Pembroke Pink Imaging checking to see if a patient is active and what her max is and she's met anything.
[AGENT][NEUTRAL] And you said you're calling from who? What provider?
[CUSTOMER][NEUTRAL] Pembroke pink imaging, Pembroke Pink imaging.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] You want me to spell it?
[AGENT][NEUTRAL] Um, no, that's fine, um, and can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Oh, you know.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] The policy number is 020.
[CUSTOMER][NEUTRAL] 352-70
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You said 02035270?
[CUSTOMER][NEUTRAL] 0, correct.
[AGENT][NEUTRAL] OK, give me just one moment to look that up and then I can help you with benefits and eligibility.
[CUSTOMER][POSITIVE] Thank thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Can you verify her date of birth for me, please?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] OK, I'm showing that this policy is active with an effective date of [PII]. This is secondary gap insurance.
[CUSTOMER][NEUTRAL] OK, I got, got it.
[AGENT][NEUTRAL] And you're wanting to know um some benefits?
[CUSTOMER][NEUTRAL] Well her ma says, yeah, her mas and she's met anything that's it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment to look that up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And this is just a verification of benefits, not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm showing that she has an outpatient benefit maximum of up to $7350 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and she has met, um, $900 or she has used $914.40 of that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 40 cents, got it.
[AGENT][NEUTRAL] But this policy is showing a $0 deductible for outpatient services per calendar year.
[CUSTOMER][NEUTRAL] And then um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And then uh reference number, would it be your name in today's date, [PII]?
[AGENT][NEUTRAL] My name and last initial and today's date, my last initial is [PII].
[CUSTOMER][POSITIVE] Got it. OK, very good. That's it. Thank you so much, [PII]. Enjoy your weekend, OK?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for
[AGENT][POSITIVE] You too, thank you for calling APL bye.
[CUSTOMER][NEUTRAL] Bye now.
[CUSTOMER][POSITIVE] Thank you, bye.