AccountId: 011433970860
ContactId: f7cdbe67-92ed-4099-b269-e4683c285812
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158850 ms
Total Talk Time (AGENT): 76705 ms
Total Talk Time (CUSTOMER): 62339 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/f7cdbe67-92ed-4099-b269-e4683c285812_20250417T16:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Lines. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII] and I'm with Gaston Regional Medical Center, and I've got a patient that has this as their secondary insurance. I just need to see if it's still active and how it covers.
[AGENT][NEUTRAL] OK, I can take a look at that. You said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII], yes, ma'am.
[AGENT][NEUTRAL] OK. And [PII], could I get a callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] 02022394.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], and last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying the policy and you said you wanted to see uh if this policy is effective and what it covers.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guarantee payment. Uh, the policy has been effective since [PII]. It is still active. And what type of service uh is the patient coming in for? Is this outpatient?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, outpatient facility, it's a, uh, is a test.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, for outpatient benefits, I show the policy pays up to $2000 a calendar year.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, do they still, what do they have remaining?
[AGENT][NEUTRAL] Let me check that for you.
[AGENT][NEUTRAL] For [PII], uh, they have only used $650 of the benefit.
[CUSTOMER][NEUTRAL] OK, OK, yeah, that's what they would owe on that Blue Cross, so, so that they've still got uh enough to cover that.
[AGENT][POSITIVE] Yes, ma'am. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's it. And is there a reference to the call?
[AGENT][NEUTRAL] To reference our call, you will use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] OK, all right, thank you so much.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.