AccountId: 011433970860
ContactId: 0fac3225-af4a-4239-a53b-b94a2704512e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207710 ms
Total Talk Time (AGENT): 80585 ms
Total Talk Time (CUSTOMER): 78997 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/0fac3225-af4a-4239-a53b-b94a2704512e_20250513T17:13_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm sorry, what was your name again?
[AGENT][NEUTRAL] Uh, my name is [PII]
[CUSTOMER][NEUTRAL] Oh, hi [PII], this is [PII] from Camp Surgery Center. We have a patient trying to check in. They're saying that they are, they have you guys as their secondary plan we need to verify.
[AGENT][NEUTRAL] OK, well, I can verify benefits and eligibility for you, Ms. [PII], and what is the policy number, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, it is 02006444.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] Uh, [PII] and her date of birth, hold on just for a minute.
[CUSTOMER][NEUTRAL] is [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. Um, I'm showing her effective date is [PII]. She is active on the policy. And what benefit, um, information are you needing?
[CUSTOMER][NEUTRAL] Um, she is coming in, let me see, hold on.
[CUSTOMER][NEUTRAL] Not telling me, hold on.
[CUSTOMER][NEUTRAL] She's got United Healthcare's primary. Um, she's coming in for cataract surgery.
[AGENT][NEUTRAL] OK, and it's gonna be performed in it.
[CUSTOMER][NEUTRAL] 669-84.
[AGENT][NEUTRAL] Is this gonna be performed in an outpatient? OK. Um, not a guarantee of payment, just a verification of coverage. With this policy as secondary, it helps with primary insurance deductible, co-pay or co-insurance, and she has an outpatient benefit max up to $1250 per calendar year.
[CUSTOMER][NEUTRAL] Ambulatory through yeah.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Oh hold on.
[CUSTOMER][NEUTRAL] Let me put that in hold on just for a minute.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Let me put you in here.
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] Effect you said the effective date was [PII]?
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] And then her out of pocket max is how much?
[AGENT][NEUTRAL] Not out of pocket max, but her benefit max for outpatient is $1250 per calendar year.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, how much is she meant on that?
[AGENT][NEUTRAL] Uh, let's see one moment.
[AGENT][NEUTRAL] I don't show she's used any benefits for this year, so it is available.
[CUSTOMER][POSITIVE] OK, so it's not an out of pocket max it's a benefit that you offer.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] 12 500
[CUSTOMER][NEUTRAL] OK, and what is the reference number for our call?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] Oh OK, all right, um, I think that's all we needed. Well, thank you very much we'll go ahead and put it through this way then thank you.
[AGENT][POSITIVE] Alright, you're welcome, Ms. [PII]. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Mhm mhm bye bye.
[AGENT][NEUTRAL] Bye.