AccountId: 011433970860
ContactId: e8d6c8dd-c61b-43e9-9352-46998ec756c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194910 ms
Total Talk Time (AGENT): 75918 ms
Total Talk Time (CUSTOMER): 73776 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/e8d6c8dd-c61b-43e9-9352-46998ec756c6_20250129T16:06_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] Hi, yes, my name is [PII]. I'm calling from Gastro Health. I'm trying to verify the benefits for one of my patients.
[AGENT][NEUTRAL] OK, sure, I can assist you with benefits, Miss [PII], and may I have uh the callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Miss [PII], may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 8,802,255,760 ML 8.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Patient's name, it is [PII], [PII].
[AGENT][POSITIVE] OK, perfect, thank you.
[AGENT][NEUTRAL] All right. And you said you need benefits and you said this is gastro health?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. 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. This is one of our secondary supplemental plan to the major medical and we have an outpatient maximum of 1000 per covered person per calendar year.
[CUSTOMER][NEUTRAL] 1000 and it's still remain um available?
[AGENT][NEUTRAL] I can check and see if he has used that one.
[AGENT][NEUTRAL] As of today, he has not used the benefit for [PII], so he still have the full amount available.
[CUSTOMER][NEUTRAL] OK, so I just gonna need your name and a reference number if you don't mind.
[AGENT][NEUTRAL] OK. My name is [PII], and we don't have reference numbers. You can use my name in today's date if you like, Miss [PII].
[CUSTOMER][NEUTRAL] OK, give me one second. I think I have one more patient. It's, uh, not mistaken. Let me make sure.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][POSITIVE] Yes, I do.
[CUSTOMER][NEUTRAL] OK, let me see what's the patient's account number. Hold on one second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 246909.
[CUSTOMER][NEUTRAL] The uh.
[CUSTOMER][POSITIVE] I don't know, they took it off, so she probably doesn't have it anymore. Alright, perfect, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] That will be it. Thank you so much have a wonderful day.
[AGENT][POSITIVE] You're welcome. You as well. Thank you for calling APL, Miss [PII]. Mm bye-bye.
[CUSTOMER][NEUTRAL] Mm bye bye.