AccountId: 011433970860
ContactId: 0065aca2-f7fb-4b24-8901-272117c6f4f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153679 ms
Total Talk Time (AGENT): 56121 ms
Total Talk Time (CUSTOMER): 42918 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/0065aca2-f7fb-4b24-8901-272117c6f4f5_20250430T20:10_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from Triad Eye Institute to get this member's uh benefit information.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] It's [PII], and that is direct.
[AGENT][NEUTRAL] OK. And do you have the policy number?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02566470
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance, whatever the primary applies to their deductible, co-pay, or co-insurance only.
[AGENT][NEUTRAL] Uh, we'll pick up to certain amounts. Is it for outpatient, inpatient or doctor's office?
[CUSTOMER][NEUTRAL] It's outpatient
[AGENT][NEUTRAL] Outpatient, OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, for outpatient we'll pay up to 3000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do I have to get authorization from you guys?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great, that's everything I needed.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you.