AccountId: 011433970860
ContactId: 01f59dcb-0067-44ba-9928-23b86d806e37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150399 ms
Total Talk Time (AGENT): 75942 ms
Total Talk Time (CUSTOMER): 51077 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/01f59dcb-0067-44ba-9928-23b86d806e37_20250306T21:46_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII] calling from Gastro Health.
[CUSTOMER][NEUTRAL] Um, I'm calling in regards to patient benefits please.
[AGENT][POSITIVE] OK, well, I can definitely help you with the benefits. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And I'm sorry, can you repeat your name for me, please?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII]
[AGENT][NEUTRAL] And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Um, 01854359 ML 8.
[AGENT][NEUTRAL] Thank you. Hold on one moment. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing that the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] She has an upcoming procedure we just wanna know if you guys um cover.
[AGENT][NEUTRAL] OK, would it be considered outpatient?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so for outpatient, the policy will pay up to $1500 per calendar year. That does include surgery in an outpatient facility or a hospital freestanding surgery center. Um, if the surgery is in office, the office treatment writer um could also cover up to um the $1500 as long as it's not cosmetic.
[AGENT][NEUTRAL] Did you want me to see if any has been used for the year?
[CUSTOMER][NEUTRAL] I don't know if it
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm not showing any of the benefits have been used for the year, so she still has the full 1500.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thank you so much. Is there a reference number to this call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you so much ma'am have a great rest of your shift and have a good week.
[AGENT][POSITIVE] Thank you. You also and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] So 6:25.
[CUSTOMER][POSITIVE] Thank you bye.