AccountId: 011433970860
ContactId: f195be96-9b73-4246-b5e2-300cb2fded00
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200460 ms
Total Talk Time (AGENT): 89222 ms
Total Talk Time (CUSTOMER): 69314 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/f195be96-9b73-4246-b5e2-300cb2fded00_20250314T17:50_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Pembroke Pink Imaging. I'm checking benefits, uh, for a CPT code that I have.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with.
[CUSTOMER][NEUTRAL] What's your name again?
[AGENT][NEUTRAL] Name is [PII]
[AGENT][NEUTRAL] And I can help you with this. Can you please give me your callback number?
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, her name is [PII] or [PII]. Date of birth [PII].
[CUSTOMER][NEUTRAL] The um her account number is 02252789.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The policy is 91 of 2022.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. So this is a supplemental insurance policy that's billed secondary to the primary, and it helps with deductible, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] She has an in payment calendar amount of $7350.
[CUSTOMER][NEUTRAL] I that
[CUSTOMER][NEUTRAL] How much is it? 7000?
[AGENT][NEUTRAL] And then she also has an outpatient calendar.
[AGENT][NEUTRAL] $7350.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] And then she also has an outpatient benefit for the same amount of $7350 to go towards deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK, has she met anything of that?
[AGENT][NEUTRAL] Let me look real quick.
[AGENT][NEUTRAL] Nothing has been met for the year of [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] So it was 7350, you said, right? The max.
[AGENT][POSITIVE] Yes ma'am, yes ma'am.
[CUSTOMER][NEUTRAL] OK, and [PII] could I have a reference number for this call?
[AGENT][POSITIVE] Yes ma'am, you can use my name in today's date.
[CUSTOMER][POSITIVE] [PII], and today's day, uh, you've been very nice, [PII]. You have a good weekend, OK?
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] You have a wonderful weekend too, Miss [PII]. I appreciate you calling APL. There's nothing else I can help you with before we go?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, we're good thank you.
[CUSTOMER][POSITIVE] Take care. Bye.
[AGENT][POSITIVE] OK, have a wonderful weekend. Thanks for calling bye bye.
[CUSTOMER][NEUTRAL] You too. Bye.