AccountId: 011433970860
ContactId: ee1b943f-7be2-4c15-9690-0489920bec61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159320 ms
Total Talk Time (AGENT): 79330 ms
Total Talk Time (CUSTOMER): 58598 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/ee1b943f-7be2-4c15-9690-0489920bec61_20250430T16:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Lexington Medical Center. I'm calling from the pre-registration department.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I'm calling to um verify benefits for a patient.
[AGENT][NEUTRAL] OK, I can help you with the if it's Ms. [PII] um can I please get your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII], date of birth, [PII].
[CUSTOMER][NEUTRAL] 85.
[CUSTOMER][NEUTRAL] Policy number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 02584103
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. I've got Ms. [PII] pulled up now and this is um.
[AGENT][NEUTRAL] An active policy. Her effective date of the policy is [PII].
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. She has a supplemental insurance policy that's billed secondary to the primary.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This policy helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] She has an.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Inpatient benefit amount of.
[AGENT][NEUTRAL] Let me look.
[AGENT][NEUTRAL] Of $3000 per calendar year.
[AGENT][NEUTRAL] And then she also has an outpatient benefit amount of $3000 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To go towards deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK, alright, and is there an end date for this policy?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. You have a great day.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You too, Ms. [PII]. Have a wonderful rest of your week and thanks for calling ATL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.
[CUSTOMER][POSITIVE] Thank you. You too. Thank you. Mhm. Bye-bye.