AccountId: 011433970860
ContactId: 0be9eed0-351c-48a0-9551-8d6e5067fc07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149740 ms
Total Talk Time (AGENT): 44718 ms
Total Talk Time (CUSTOMER): 60081 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/0be9eed0-351c-48a0-9551-8d6e5067fc07_20250505T14:42_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling from West Kendall BGYN. [PII], I'm calling because I have a patient that's going to be having an outpatient.
[CUSTOMER][NEUTRAL] Uh, surgery, and I would like to verify her benefits, please.
[AGENT][POSITIVE] Hey [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Sure, it is 02583618 M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, this is not a guarantee of payment basic outline of the policy. So the policy is effective [PII]. It's currently active.
[AGENT][POSITIVE] And let me get those benefits pulled up.
[AGENT][NEUTRAL] OK, for her plan, she has a $1250 per covered person per calendar year maximum benefit payable.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that includes surgery, uh, co-payment, deductible, everything?
[AGENT][NEUTRAL] Yeah, so that would, it's after primary processes the claim, this would pick up whatever primary leftover, deductible, co-pay, co-insurance up to 1250.
[CUSTOMER][POSITIVE] OK perfect um.
[CUSTOMER][NEUTRAL] All right, and has she used anything for this year?
[AGENT][NEUTRAL] Uh, no, she's not used to anything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right perfect.
[CUSTOMER][NEUTRAL] Um, that's all I needed to know. Um, do you have a reference number that I can use, [PII]?
[AGENT][NEUTRAL] Uh just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you, thank you very much have a nice day.
[AGENT][POSITIVE] Thank you for calling APL you as well. Bye bye.
[CUSTOMER][NEUTRAL] You bye bye.