AccountId: 011433970860
ContactId: fe24b7c1-e83b-47ba-8e85-b8667d5e95d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193889 ms
Total Talk Time (AGENT): 67961 ms
Total Talk Time (CUSTOMER): 76030 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/fe24b7c1-e83b-47ba-8e85-b8667d5e95d1_20250513T15:14_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. First message to my last name is [PII]. I'm calling in reference to verifying a patient's eligibility and benefits with a gap insurance for outpatient services.
[AGENT][NEUTRAL] Sure, [PII], I could assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yep, callback number is gonna be [PII].
[CUSTOMER][NEUTRAL] 6005.
[CUSTOMER][NEUTRAL] And then policy number whenever you're ready.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] OK, so policy number is going to be 025002777.
[AGENT][NEUTRAL] Thank you G. could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yep, so that's going to be [PII].
[AGENT][NEUTRAL] And the verification of her date of birth?
[CUSTOMER][NEUTRAL] Her date of birth is gonna be [PII].
[AGENT][NEUTRAL] And [PII], you're calling to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] So this is an outpatient diagnostic facility freestanding.
[AGENT][NEUTRAL] This policy has been active since [PII] and is currently active. This member has outpatient benefits.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] Yeah, of course.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] So she has outpatient benefits of $500 per calendar year and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] Uh, I'm so sorry, it cut off. How much was it that her, her max amount is?
[AGENT][NEUTRAL] $5000 per calendar year.
[CUSTOMER][NEUTRAL] OK, perfect. Um, does it let you know if she's met anything from that?
[AGENT][NEGATIVE] She's not utilize any of her benefits for [PII].
[CUSTOMER][POSITIVE] OK, all righty.
[CUSTOMER][POSITIVE] Perfect. Uh, thank you so much.
[AGENT][NEUTRAL] And this is not a guaranteed benefits, just a disclaimer of the policy's coverage. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, yes, do you guys by any chance provide, uh, reference numbers?
[AGENT][NEUTRAL] We don't. Unfortunately, you can use my name in today's date as a reference. It's [PII].
[CUSTOMER][POSITIVE] All right. Thank you so much, [PII]. Um, do you have an initial to your, to your last name?
[AGENT][NEUTRAL] I have one. It's [PII]. I just didn't provide it, but I have one. I think everybody has one, I think.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You know, you, I know that sometimes they don't like allow them to be given, so that's, that's why I ask. Um, all right, thank you so much I uh have a great day, enjoy the rest of your week.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well. Goodbye.
[CUSTOMER][NEUTRAL] Bye bye.