AccountId: 011433970860
ContactId: f533f33f-50d7-4a71-b58f-395ec25059a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140690 ms
Total Talk Time (AGENT): 68555 ms
Total Talk Time (CUSTOMER): 48374 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/f533f33f-50d7-4a71-b58f-395ec25059a6_20250514T17:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Uh, this is [PII]. I am calling on behalf of Monta and I.
[CUSTOMER][NEUTRAL] I have a patient scheduled for a CT and I'm trying to check uh hospital outpatient benefits for the member.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, I'll need your name again and a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] Yes, my name is [PII] Callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please?
[CUSTOMER][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] 01659711 M for Mary, L for Lima, B for Bravo.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Maa [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, she does have a new policy number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, her new policy number is
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 02505742.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the effective date on this policy was [PII]. The policy is still active. And you said this is for an outpatient hospital benefits?
[CUSTOMER][POSITIVE] Yes. Mhm. Correct.
[AGENT][NEUTRAL] OK. We, we cover up to 2500 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes declined.
[CUSTOMER][POSITIVE] Perfect. And your name?
[AGENT][NEUTRAL] My name is [PII]. Um, it's spelled [PII] My last initial is [PII] like [PII]. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Nothing else. Thank you so much.
[AGENT][POSITIVE] OK, thank you so for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye.