AccountId: 011433970860
ContactId: ee357f51-6293-4242-b3dc-a8398405692b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196160 ms
Total Talk Time (AGENT): 78124 ms
Total Talk Time (CUSTOMER): 68281 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/ee357f51-6293-4242-b3dc-a8398405692b_20250326T16:23_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]. I'm calling from Impression Imaging. How are you?
[AGENT][POSITIVE] I'm doing well, Ms. [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm great, thank you for asking.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] How can I help you today, Miss [PII]?
[CUSTOMER][NEUTRAL] I am
[CUSTOMER][NEUTRAL] Yeah, yeah, I'm calling because, um, I have a patient in the office who has a deductible of 1600, so he would like to verify if APL will be covering his deductible in full or just partial. What do you need from from me to provide this information?
[AGENT][NEUTRAL] OK, uh, first, can I get your callback number just in case the call gets disconnected? I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Um, yes, callback number is [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, patient's name, um, is [PII]. Date of birth is [PII], and his policy number is 2487956.
[AGENT][NEUTRAL] OK, let me look at that real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. He has an effective date of [PII].
[AGENT][NEUTRAL] And this is just to verify his benefits. It's not a guarantee of payment. This is a supplemental insurance policy that does help with deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He has an inpatient calendar year benefit amount of $8000.
[AGENT][NEUTRAL] And then he also has an outpatient calendar your benefit amount of $8000.
[CUSTOMER][NEUTRAL] OK. Could you tell me how much is left on that benefit?
[AGENT][NEUTRAL] Yes ma'am, let me look.
[AGENT][NEUTRAL] He has not used anything for the year of [PII].
[CUSTOMER][POSITIVE] OK, perfect. And what is your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] [PII] I can help you with before we go?
[CUSTOMER][NEUTRAL] OK, so I will let you know.
[CUSTOMER][NEUTRAL] No, is there a call reference number?
[AGENT][POSITIVE] Yes ma'am, you can use my name in today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, [PII], thank you so much. I will let the patient know that he does not have to pay anything out of pocket. Have a wonderful day.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] You too, Ms. [PII]. You have a great day also and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK bye.
[AGENT][NEUTRAL] Bye bye.