AccountId: 011433970860
ContactId: 0ecc3a82-588b-4f32-b423-206a12dd9117
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213539 ms
Total Talk Time (AGENT): 107473 ms
Total Talk Time (CUSTOMER): 77097 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/0ecc3a82-588b-4f32-b423-206a12dd9117_20250509T13:13_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling for benefits and eligibility please for one of our patients.
[AGENT][NEUTRAL] Sure, I can assist you with benefits and eligibility. And may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And Miss [PII], may I have the name of the facility you're calling from for my notes and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 3
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm it's gonna be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's South Florida ENT Associates.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It's gonna be 02336121 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, of course. The patient's name.
[CUSTOMER][NEUTRAL] It's gonna be for [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's gonna be [PII]
[AGENT][NEUTRAL] It was his.
[CUSTOMER][NEUTRAL] And it's the, give me one moment.
[AGENT][NEUTRAL] Mhm. Sure.
[CUSTOMER][NEUTRAL] Date of birth, it's gonna be [PII].
[AGENT][POSITIVE] OK, perfect. Thank you, Ms. [PII]. All right, and you said you need eligibility and benefits. The benefits is for the specialist, correct?
[CUSTOMER][NEUTRAL] Yes, a specialist office visit and outpatient surgery, please.
[AGENT][NEUTRAL] And the surgery is gonna take place in the office or it's gonna be outpatient facility or hospital?
[CUSTOMER][NEUTRAL] In the office.
[AGENT][NEUTRAL] Enough, OK, alright, before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer. We have an effective date of [PII]. It is active at the moment.
[AGENT][NEUTRAL] And let's see for the benefits. OK, so we do cover office treatment or office procedures and this is subject to the outpatient maximum which is 250 per day. Um let me see, we do not cover the office visits, so we only cover the procedures done in the office, OK?
[CUSTOMER][NEUTRAL] OK, so it's uh covered $250 per calendar day, yes?
[AGENT][POSITIVE] Correct, yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect and the reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you would like. Do you need the spelling of my name or any other information?
[CUSTOMER][POSITIVE] No, that would be all thank you so much. So you have a great rest of your day and have a good weekend, OK?
[AGENT][NEUTRAL] You are so Miss [PII]. Thank you for calling.
[CUSTOMER][NEUTRAL] And if you're, if you are.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] And if you are a parent, happy Mother's Day. If not, you still have a great rest of your weekend.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Thank you so much. I am. You as well. Happy Mother's Day if you're a mom.
[CUSTOMER][POSITIVE] Oh, perfect. Thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye, mama.