AccountId: 011433970860
ContactId: 13facf15-c35e-4f50-850c-e662e4a1b8c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135389 ms
Total Talk Time (AGENT): 62436 ms
Total Talk Time (CUSTOMER): 54531 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/13facf15-c35e-4f50-850c-e662e4a1b8c1_20250613T17:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is uh [PII], and I'm looking to verify eligibility and benefits for a member.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you and you say name is [PII]?
[CUSTOMER][NEUTRAL] That is correct, yeah, and I'm sorry I didn't catch your name. What was it?
[AGENT][NEUTRAL] It's [PII] last initial [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you so much, [PII].
[AGENT][NEUTRAL] All right, you're welcome. And do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number I have here is 02538163ML8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, that'll be [PII].
[AGENT][POSITIVE] OK, thank you so much, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][POSITIVE] Sounds good.
[CUSTOMER][NEUTRAL] Yes, so I have here [PII] date of birth is [PII].
[AGENT][NEUTRAL] OK, I've shown her effective date is [PII], the 24. Policy is active. And what benefits are needed for this patient?
[CUSTOMER][NEUTRAL] Yes, so this will be for the outpatient benefits ambulatory surgical center.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just a verification coverage with the policy is secondary, helps with primary deductible, co-pay or co-insurance, and she has an outpatient benefit up to $250 per calendar day.
[CUSTOMER][NEUTRAL] OK, and is there any sort of like annual maximum on that or is it just as much as the plan will pay every day?
[AGENT][NEGATIVE] It's just so much you would pay every day. There's no annual max for outpatient mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Excellent.
[CUSTOMER][POSITIVE] Awesome, and [PII] should be wrapping up now then. May I just have a reference number for this call?
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] Excellent well thank you very much for your time I really appreciate it and hope you have a great day.
[AGENT][POSITIVE] Oh you too and thank you so much for calling APL. Have a great weekend.
[CUSTOMER][POSITIVE] Thank you bye bye now.
[AGENT][NEUTRAL] Bye.