AccountId: 011433970860
ContactId: 1270fbe6-07e3-469a-a5b9-95916168048c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144199 ms
Total Talk Time (AGENT): 56491 ms
Total Talk Time (CUSTOMER): 48603 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/1270fbe6-07e3-469a-a5b9-95916168048c_20250319T16:03_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes and I'm calling for patient medical benefits and eligibility.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] [PII] with Cyfair Surgery Center.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] I have 02107801.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII] 21801.
[AGENT][POSITIVE] Thank you, [PII], and you were needing benefits?
[CUSTOMER][NEUTRAL] Yes, medical, um, benefits and eligibility for a colonoscopy.
[AGENT][NEUTRAL] So it's gonna be for outpatient?
[CUSTOMER][NEUTRAL] Outpatient ambulatory.
[AGENT][NEUTRAL] OK, I can give those to you. The effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance?
[AGENT][NEUTRAL] Whatever the primary applies to their deductible, co-pay, or co-insurance only will pay up to $500 per calendar year.
[CUSTOMER][NEUTRAL] Up to $500 per year, OK.
[AGENT][NEUTRAL] And what else were you needing?
[CUSTOMER][NEUTRAL] So it doesn't have any deductible or maximum, correct? They just pay up to 500 per year.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, coordinating with, uh, primary, OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Do you use any type of network? No, right.
[AGENT][NEUTRAL] No, ma'am. We just mirror the major medical.
[CUSTOMER][NEUTRAL] No, OK, that's
[CUSTOMER][POSITIVE] Thank you. Alrighty, that's what I needed.
[AGENT][POSITIVE] Thank you, [PII], for calling IPO. You have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.