AccountId: 011433970860
ContactId: e898509d-f49c-4532-8e23-90a30f3747af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149509 ms
Total Talk Time (AGENT): 81649 ms
Total Talk Time (CUSTOMER): 36461 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/e898509d-f49c-4532-8e23-90a30f3747af_20250109T20:56_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was just calling to I need to verify patient's benefits.
[AGENT][POSITIVE] OK, I can help you with benefits for patients. What is your name, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], what is your callback number just in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Um, it's gonna be [PII].
[AGENT][NEUTRAL] And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his policy number, please.
[CUSTOMER][NEUTRAL] It's gonna be 01975793 M as in Mary, L as in Larry, and the number 8.
[AGENT][NEUTRAL] OK, let me pull in that policy real quick.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I do see that [PII] does have an active policy. His effective date is [PII] of
[AGENT][NEUTRAL] No way, is [PII].
[AGENT][NEUTRAL] And this is just to verify benefits. It's not a guarantee of payment. He has a supplemental insurance policy that is secondary to the primary. This policy helps with deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] He has an inpatient benefit amount per calendar year of $7000 and he also has an outpatient benefit amount per calendar year of $7000.
[CUSTOMER][NEUTRAL] OK, so you guys cover up to 7000?
[AGENT][NEUTRAL] Yes, for deductible, co-pay, or co-insurance.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Can I have your name and this reference number please?
[AGENT][NEUTRAL] Yes ma'am, my name is [PII] and you can use my name and today's date as your reference number.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] You're very welcome, [PII]. I hope you have a great day and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You as well. Mm bye.
[AGENT][NEUTRAL] Bye bye.