AccountId: 011433970860
ContactId: f7445a60-a57f-416d-aeb6-9639c83f8484
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151529 ms
Total Talk Time (AGENT): 73702 ms
Total Talk Time (CUSTOMER): 43351 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/f7445a60-a57f-416d-aeb6-9639c83f8484_20250305T17:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hey I'm calling, uh, just to check patients, um.
[CUSTOMER][NEUTRAL] Eligibility and benefits uh with you guys?
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Callback number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, um, 02, I'm sorry, 02570870, M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] OK, I'm showing a different date of birth.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And please verify her name one more time.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, here she is. OK. And just let me advise you that verification of coverage does not guarantee payment of claims. I'm showing the effective date on this policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient benefits?
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 2000 per calendar year and that's for the copay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK. And are you able to tell me uh if she's met that already or uh remaining balance?
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] The full amount is available. She hasn't used any this year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, cool. May I have a reference number for the call please?
[AGENT][NEUTRAL] Um, yes, ma'am. For the reference number, you can use my name and today's date. My name is [PII], um it's spelled [PII] and my last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much for that information. You have a really great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.