AccountId: 011433970860
ContactId: e90e65ba-ee30-4591-91a9-60a42a721579
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133720 ms
Total Talk Time (AGENT): 65860 ms
Total Talk Time (CUSTOMER): 57628 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/e90e65ba-ee30-4591-91a9-60a42a721579_20250219T19:54_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I work here about this hospital. I'm trying to verify a patient's insurance, um, he says that he has.
[AGENT][NEUTRAL] I can
[CUSTOMER][NEUTRAL] Sorry, um, so.
[CUSTOMER][NEUTRAL] Um, I have his information. Do you need anything from me?
[AGENT][NEUTRAL] Uh, yes, but before that, [PII], what is your callback number if we were disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What is the policy number, please?
[CUSTOMER][NEUTRAL] OK is 02123379 M as in Mary, L as in Mary 8.
[AGENT][NEUTRAL] OK, that was 02123379 ML 8. Thank you. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] His name is [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] Thank you, and you're calling for outpatient benefits in addition to eligibility, would this be for an office visit or a facility charge?
[CUSTOMER][NEUTRAL] Um, this would be for emergency. He had some type of procedure, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. The policy shows effective as of [PII]. This policy shows active as supplemental and for outpatient benefits, please note verification of benefits provided does not guarantee payment. We pay up to $2000 for the calendar year, and we help with this major medical deductible copay or co-insurance based on coverage.
[CUSTOMER][NEUTRAL] Yeah, he has a $300 copay. That's that's, that's what he has, um, yeah, so, so his, his policy is, is, is good until [PII].
[AGENT][NEUTRAL] His policy became effective as of [PII].
[CUSTOMER][POSITIVE] Oh, effective, I'm sorry.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Alright, perfect. Do we have like a confirmation for the call?
[AGENT][NEUTRAL] No, we do not provide reference numbers. You can use my name and today's date. Again, my name is [PII], last initials [PII]. Anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] No, my love, that's all. Thank you very much for your help. I appreciate it. Have a good day.
[AGENT][POSITIVE] You're welcome [PII]. Thanks for calling APL and take care bye.
[CUSTOMER][NEUTRAL] Bye.