AccountId: 011433970860
ContactId: ec202a6e-55dc-4ae8-b332-2efdd5150f4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146839 ms
Total Talk Time (AGENT): 76199 ms
Total Talk Time (CUSTOMER): 40640 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/ec202a6e-55dc-4ae8-b332-2efdd5150f4a_20250416T14:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling to verify eligibility and get benefits on a patient, please.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII] is my direct line.
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 019 I'm sorry 01963650 ML 7.
[AGENT][NEUTRAL] Mm. Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, she does have a new policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Her new policy number is 02498486.
[CUSTOMER][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] Mhm. No problem. And the effective date on the policy was [PII]. The policy is still active.
[AGENT][NEUTRAL] And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It is for inpatient hospital.
[AGENT][NEUTRAL] OK, for inpatient hospital, we cover up to 4000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes declined.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, is there a reference to our call?
[AGENT][NEUTRAL] Yes, ma'am. So the reference number, you can use my name and today's date. My name is [PII] um it's spelled [PII] Last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That will be it thank you so much. I appreciate your help.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. Have a great day. Mm bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.