AccountId: 011433970860
ContactId: f0163400-e6ae-487e-8fb1-d8d9e9bb5c3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132460 ms
Total Talk Time (AGENT): 71689 ms
Total Talk Time (CUSTOMER): 44410 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/2025/03/06/f0163400-e6ae-487e-8fb1-d8d9e9bb5c3f_20250306T17:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII] from South Florida DinoC machine. I need to verify benefits for a patient, please.
[AGENT][NEUTRAL] OK, I can verify benefits for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, and, and your name I'm sorry?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh yes, ma'am. It's [PII], last initial [PII]
[AGENT][NEUTRAL] And Ms. [PII], what's that policy number, please?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I have here 0247348.
[CUSTOMER][NEUTRAL] Um, hold on, I think I'm missing. OK, 481 ML 8.
[AGENT][POSITIVE] OK, thank you so much. One moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Is the [PII]
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, and you say you're calling to verify benefits and eligibility, correct?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. Excuse me. I'm showing an effective date of [PII], policy is active and what benefits are needing for this patient?
[CUSTOMER][NEUTRAL] Outpatient, uh, patients coming to do ultrasound and mammogram, a diagnostic mammogram.
[AGENT][NEUTRAL] OK, uh, not a guarantee of payment, just a verification of coverage. With this policy as secondary, we help with primary insurance deductible, co-pay and or co-insurance, and the patient has a benefit max of up to 1500 per calendar day.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][POSITIVE] Oh, that's per day perfect and authorization is required, right?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Uh, that is correct, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, thank you. Can I have a reference number please?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but you may use my name in today's date. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Oh, that will be all. Thank you. I appreciate your help.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye