AccountId: 011433970860
ContactId: eecbbf20-d884-43bb-8636-deeecb2af2ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138000 ms
Total Talk Time (AGENT): 68553 ms
Total Talk Time (CUSTOMER): 44680 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/eecbbf20-d884-43bb-8636-deeecb2af2ba_20250509T18:47_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Outpatient surgical Services. I need to get benefits on the patient.
[AGENT][POSITIVE] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] OK, it is 0171934.
[CUSTOMER][NEUTRAL] 1 ML 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Out, outpatient. Patients coming in for um a colonoscopy.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 6600 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK, so, um.
[CUSTOMER][NEUTRAL] Oh have they used any of that?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Um, no, none has been used so far this year.
[CUSTOMER][NEUTRAL] OK, what, what was the year, what was the effective date again? I'm sorry.
[AGENT][NEUTRAL] The effective date was [PII].
[CUSTOMER][NEUTRAL] OK. All right. And your name is again?
[AGENT][NEUTRAL] Um, it's [PII]. Um, it's spelled [PII] and my last initial is [PII]. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No thank you have a great day bye bye.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.