AccountId: 011433970860
ContactId: 0e933bd9-5f73-45fa-b75c-1e7f13584414
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182160 ms
Total Talk Time (AGENT): 69843 ms
Total Talk Time (CUSTOMER): 70637 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/0e933bd9-5f73-45fa-b75c-1e7f13584414_20250326T12:04_UTC.wav
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[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, good morning. How are you? Um, I'm calling from Baptist Surgery Center. I have a patient here today that showed us his gap insurance, and I wanted to see if I, if you could verify me his, his benefits and.
[CUSTOMER][NEUTRAL] eligibility
[AGENT][POSITIVE] Um, sure, I can assist you with benefits. Um, first, can I get your name and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] My name is [PII] and I'm calling from the surgery center and the number here that you can call back is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] The policy number that I have here.
[CUSTOMER][NEUTRAL] Well here it doesn't really show a policy number it shows a group number.
[AGENT][NEUTRAL] Um, do you see the outpatient certificate number?
[CUSTOMER][NEUTRAL] From his
[CUSTOMER][NEUTRAL] Yes, I do outpatient certificate number, yes, is 0250.
[AGENT][NEUTRAL] OK, that's mhm.
[CUSTOMER][NEUTRAL] That's the policy number?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] So 0252509929 ML 8.
[AGENT][NEUTRAL] OK. Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][NEUTRAL] And please verify his name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. And you said this is for outpatient benefit?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to $750 per day and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] Perfect and what is the what is your name?
[AGENT][NEUTRAL] My name is [PII]. It's spelled [PII] and my last initial is [PII]. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Sorry, you said [PII]?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Perfect. And your last in and your first initial or your last name is [PII] and what is the reference number for this call?
[AGENT][NEUTRAL] It will be my name and today's date. Um, is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that'll be all thank you so much.
[AGENT][POSITIVE] OK, thank you, [PII] for calling APL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome.