AccountId: 011433970860
ContactId: 0cd2e688-40b3-4856-900d-b90cbcd08b5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199229 ms
Total Talk Time (AGENT): 85737 ms
Total Talk Time (CUSTOMER): 65967 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/0cd2e688-40b3-4856-900d-b90cbcd08b5a_20250121T20:35_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I'm just calling to um check to see if a procedure I'm having done is covered.
[AGENT][NEUTRAL] OK, I can help you with the coverage and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] And the number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Yes, 247-581-5.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And um my email is well gee I don't know which email address you guys have probably my work one.
[AGENT][NEUTRAL] This may be your work email.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] And then what else did you need?
[AGENT][NEUTRAL] Your mailing address.
[CUSTOMER][NEUTRAL] Uh, [PII], wait, it's [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, so I may need to update this one. We're showing one on Hit and Run.
[CUSTOMER][NEUTRAL] Yeah, I moved from there in September.
[AGENT][NEUTRAL] OK, I can update that for you. What's the new address?
[CUSTOMER][NEUTRAL] OK, so it's [PII].
[CUSTOMER][NEUTRAL] [PII], that's 3 words.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] And it's still [PII], but the zip is different. It's [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so I just updated that for you. And then the procedure that you're having, is it inpatient or is it an outpatient procedure?
[CUSTOMER][NEUTRAL] It's an outpatient.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So all the information provided is a verification of benefits, not a guarantee of payment, and I'm just waiting for the benefits to populate here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So for outpatient, we will pay up to $4000 per calendar year. So your policy doesn't go based off of the service or what's being done, it's based off of for your secondary. It's based off of where it's done. So, um, you have up to $4000 a year and that does include surgery in an outpatient facility or um like an ambulatory or hospital surgery center.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect well then that answers that question.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, was there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye bye.
[AGENT][POSITIVE] Thank you.