AccountId: 011433970860
ContactId: fea4a129-fe05-4bc5-95a3-a4cac6369f2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136410 ms
Total Talk Time (AGENT): 70265 ms
Total Talk Time (CUSTOMER): 39483 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/fea4a129-fe05-4bc5-95a3-a4cac6369f2d_20250123T21:04_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, I'm calling from Acumen. I'm trying to get benefits for a patient.
[AGENT][NEUTRAL] OK, and your name?
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII], what's the policy number?
[CUSTOMER][NEUTRAL] I have 01659563 ML.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] I have [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let me give you the current policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That number is 249-762-9.
[CUSTOMER][NEUTRAL] I'm sorry, one moment. I'm so sorry, give me a second. This is the new policy number?
[AGENT][NEUTRAL] The one you provided is not active. So this is the current policy. OK? You ready? OK. It's 249-762-9.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. I'm ready. Mhm.
[AGENT][NEUTRAL] And the effective date?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's [PII]. Uh, the policy is currently active, and you said that you're calling for benefits. Is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] It's a radiology facility. We're freestanding. Mhm.
[AGENT][NEUTRAL] OK, so outpatient, OK, so the maximum outpatient benefit is up to $7900 that is per calendar year, and any information provided is verification, not a guarantee of payment. And let me check and see if any of that benefit has been used [PII], no benefits have been used so far or at this time. And did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] Um, that is it. Can I have a reference number, please?
[AGENT][NEUTRAL] My name and today's date, [PII], first initial last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much. Have a great day.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.