AccountId: 011433970860
ContactId: edf12211-11cb-4439-a85d-3c43864f7af6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145460 ms
Total Talk Time (AGENT): 64252 ms
Total Talk Time (CUSTOMER): 54681 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/edf12211-11cb-4439-a85d-3c43864f7af6_20250415T14:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII] calling from Texas Digestive Specialist. I was calling to verify um benefits for a patient.
[AGENT][NEUTRAL] Alright, I'm happy to check on benefits, [PII]. What's the patient's policy number?
[CUSTOMER][NEUTRAL] I have 2431081.
[AGENT][NEUTRAL] OK, let me pull this up, and do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I am at extension [PII].
[AGENT][POSITIVE] Thank you so much. The what's the patient's name and date of birth?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII] [PII] date of birth [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. The effective date on here is [PII]. We are the member's secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the the primary does not.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And um that uh just to make sure um because I know I've called previously for other ones, is it only for outpatient services or is that um also for in office?
[AGENT][NEUTRAL] Yeah, so they have an outpatient benefit amount for the year which is a max of 2550. Uh, their inpatient amount for the calendar year is separate. It is the same amount of 2550.
[CUSTOMER][NEUTRAL] Alrighty and then do you show if she's um accumulate anything for the outpatient?
[AGENT][NEUTRAL] Oh, let's take a look here one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Not showing patient has used anything as of date.
[CUSTOMER][POSITIVE] All right awesome OK thank you so much for that sir um I would just need a reference number please.
[AGENT][NEUTRAL] No problem. Call references my name with my last initial and then today's date. My name again is [PII] and then my last initial is [PII].
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] Alright thank you so much [PII] have a good day.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.