AccountId: 011433970860
ContactId: 01943b8e-1826-4e1f-bcdc-f95654a5fd3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119550 ms
Total Talk Time (AGENT): 58101 ms
Total Talk Time (CUSTOMER): 44342 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/01943b8e-1826-4e1f-bcdc-f95654a5fd3b_20250307T18:04_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, this is [PII] from outpatient surgery. I need to get benefits on the patient.
[AGENT][NEUTRAL] OK, I can verify benefits for you, Ms. [PII], and what is the policy number, please?
[CUSTOMER][NEUTRAL] 02503141
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, ma'am. And see, verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII]. She is active on the policy and what benefits you're needing for this patient?
[CUSTOMER][POSITIVE] Patients coming into our facility, we're a free standing ambulatory surgery center for a surgical procedure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, not a guarantee of payment, just a verification of coverage. With this policy, we are secondary. We help with primary insurance deductible, co-pay, and or co-insurance.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And she, uh, she has a benefit max up to 1500 per calendar year.
[CUSTOMER][NEUTRAL] And nothing has been used?
[AGENT][NEUTRAL] Uh, no, ma'am. She hasn't used anything, so it is available.
[CUSTOMER][NEUTRAL] OK and um let me just see something here.
[CUSTOMER][NEUTRAL] Just give me one second, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And do we mail the claims to [PII]?
[AGENT][NEUTRAL] Oh, yes, ma'am. [PII].
[CUSTOMER][POSITIVE] OK, alright, alright, I thank you so much have a wonderful day.
[AGENT][POSITIVE] Alright, you too, Miss [PII]. Thanks for calling APL. Have a great day and weekend.
[CUSTOMER][NEUTRAL] You as well. Bye-bye.
[AGENT][NEUTRAL] Bye.