AccountId: 011433970860
ContactId: eed803ff-eb41-4ec1-86fe-282a7425e66e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234229 ms
Total Talk Time (AGENT): 101991 ms
Total Talk Time (CUSTOMER): 127676 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/eed803ff-eb41-4ec1-86fe-282a7425e66e_20250520T15:22_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], um, good morning. This is [PII] and I'm a provider. How are you [PII]?
[AGENT][POSITIVE] I'm doing well, Ms. [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I'm good. So far so good. Thank you, [PII] for asking me.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] And I hope you're gonna help us with it to check benefits my love for this uh gap insurance patient is here in uh.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] In our office and um it's subject to the co-payment with the primary insurance um.
[AGENT][POSITIVE] OK, I can absolutely.
[CUSTOMER][POSITIVE] I have to know if it's gonna waive or not. Thank you so much, [PII].
[AGENT][POSITIVE] Yes, I understand Ms. [PII], um, and I can help you with the benefits. What is your callback number just in case the calls dropped, I'll be able to call you.
[CUSTOMER][POSITIVE] Thank you. Sure.
[CUSTOMER][NEUTRAL] Absolutely sure my number is [PII].
[AGENT][NEUTRAL] OK and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Sure. It's plantation open MRI from [PII].
[AGENT][NEUTRAL] OK, and then may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Absolutely I will start with the policy number [PII] maybe gonna locate it right away so I do have 0207.
[CUSTOMER][NEUTRAL] 3907 M Mary L Laurie number 8.
[CUSTOMER][NEUTRAL] And I do have to, it's for Mr. [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. I appreciate that. All right, I do show that this policy for [PII] is no longer active. This policy did lapse on [PII].
[CUSTOMER][POSITIVE] My pleasure.
[AGENT][NEUTRAL] But let me check. He may have a, he does. He has a new policy that is active. Let me give you that policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. I'm ready when you're ready. Yes, sorry.
[AGENT][NEUTRAL] It's 235-9601.
[CUSTOMER][NEUTRAL] 2359601. OK. This is the policy. OK. Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then the effective date of this policy is [PII], and it is active and current.
[AGENT][NEUTRAL] And this is just to verify his benefits. It's not a guarantee of payment. He has an inpatient calendar year benefit amount of $5000. He also has an outpatient benefit amount per calendar.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] $2500 to use to deduct.
[CUSTOMER][NEUTRAL] I'm sorry, it's breaking up. How much? I'm so sorry, sorry, it's breaking up. It's very bad connection. I'm so sorry. Could you please repeat the amount for outpatient benefits amount?
[AGENT][NEUTRAL] Yes, it's $2500.
[CUSTOMER][POSITIVE] $2500. Perfect. OK, [PII]. Thank you, my love. Do I need a reference number for this call, my love? If you don't mind.
[AGENT][NEUTRAL] You can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much. I really appreciate it, Audie. I hope you have a beautiful day, my love, OK? Thanks a lot for your help.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you, Ms. [PII]. You have a wonderful day too, and thank you for calling APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Sure. Bye, bye-bye, sir. Bye.
[AGENT][NEUTRAL] Hm, bye-bye.